Medallia at CX FS 2021: Lessons From COVID-19: What it means for financial services

What can the financial services industry do to ensure positive and better customer experiences in the COVID era? It comes down to building stronger relationships and greater trust between your brand and your customer experiences.

Customer experience leaders across Canadian organizations sat down to discuss:

  • Balancing digital vs branch and store outlets
  • Lessons from critical weaknesses – stress testing your digital virtual channels for the future
  • Tracking the changing customer journey across all channels

Ben Kearon, Medallia Canada

Cindy Jeffrey, Vice President of Customer Experience Canada, Manulife
Katherine Lucas, Global Head of Client Experience, State Street
Brian Melter, Chief Experience Officer, Landmark Credit Union

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