The financial services industry is facing unprecedented challenges such as rising interest rates, an uncertain economy, a hybrid return to work, and an increasingly complex compliance environment.
On top of all that, customers have an abundance of product and service options that are just a mouse click away. However, customer feedback can be the key for organizations to interpret, analyze and act upon to make customer service a competitive differentiator.
Join us for an engaging panel discussion featuring Dari Damazo, VP of Support Services, at Atlanticus; Patrick Joyce, VP of Product Management at Pennymac; Tanya Fowler, Head of Customer Experience at First Canadian Title; and Megan Keup, Product Marketing Manager at CallMiner; to reveal four customer experience trends that financial services firms must address in 2023 and how the effective use of technology, including AI-powered conversation intelligence, can help.
In this discussion, you will gain insights into:
- The four key CX and EX trends that are reshaping the financial services industry
- Real-world examples of what organizations are doing to successfully adapt to these trends and stay ahead of the competition
- The role of technology solutions in addressing these challenges and driving growth
- And more...
Speakers:
Atlanticus
Dari Damazo is responsible for building and executing the overall CallMiner strategy. Her Analyst team currently leverages CallMiner to ensure their vendor partners provide an optimal customer experience across Customer Service, Chat, and Collections channels. She also provides management support to the Atlanticus Fraud and Remittance Processing teams.
Dari is a Six Sigma Greenbelt and Certified Scrum Product Owner with 21 years of experience in Operations management and performance, business strategy, technology design and implementation, program and process design, and program and project management. Before re-joining Atlanticus in October of 2021 as Director of Support Services, Dari spent 10 years at Lowe’s Home Improvement working in Contact Center and Store Operations, New Business Development, and then in IT as a Senior Manager of Product Management, where she designed inventory technology for the stores.
Prior to her tenure at Lowe’s, Dari spent 9 years at Atlanticus focused on the design, implementation, measurement, and management of Call Center initiatives for Customer Service, Sales, Telemarketing, Customer Satisfaction, and Quality.
First Canadian Title (FCT)
As an advocate and change agent, Tanya champions the customer's voice. Tanya’s career trajectory has included roles in legal, customer support, operations, sales enablement, and marketing with one primary focus – placing the customer at the centre of all business decisions.
She became Canada’s 79th Certified Customer Experience Professional in January 2021 and leads CX strategy, focusing on driving a customer-centric culture and championing the voice of FCT’s customers to cultivate, motivate, and implement change to support the delivery of industry-leading experiences.
In October 2021, Tanya led FCT to their first CX industry recognition as they received the prestigious ‘Customer Centricity in B2B’ award from the North American Customer Centricity Awards, which also earned second place standing in the Customer Centricity World Series Awards for the same category. Tanya also received the honour of being named “Woman of Influence” by Canadian Mortgage Professional for her work in the mortgage industry.
In 2022, Tanya was named “Emerging Leading in CX” by the CXPA and led FCT’s winning recognition for “Best Measurement in CX” and “Customer Insight & Feedback VOC” awarded by the North American Customer Centricity Awards.
Pennymac Financial Services
Patrick Joyce is responsible for Customer Experience product development and enhancement. Previously as VP of Customer Experience he led customer management and operation teams within the Consumer Direct Lending division at Pennymac. He led the company’s expansion to North Carolina and established the Consumer Experience Innovation Center in Cary, NC.
Prior to joining Pennymac in 2016, Patrick led operations teams at American Residential Services and early in his career, as a political campaign advisor, led numerous candidates to victory. He has also served as an Advisory Board Member for Rutgers University’s Customer Experience Program.
Patrick earned a B.A. in Political Science from Rutgers University, an Executive Certificate in Business Analytics from The Wharton School of Business at Pennsylvania University and is currently pursuing an MBA in Business Analytics from Penn State University.
CallMiner
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