So, what can you expect to hear from our master of CX, Jeannie Walters?

• What led her to want to improve CX at organizations all over the globe. For Jeannie, it was- and is- all about “advocating for customers.”

• The process she undertakes to help organizations improve their CX. Hint: It starts with taking a good look at what the real goal is.

• Insight into her still-popular 2012 TEDx talk on micro-moments: those “small moments that are often neglected,” but offer huge opportunities for financial service providers to- well- provide in the best possible way.

• How to implement consistent, high-level customer or member experience at your bank and credit union. Jeannie touches on unique challenges facing the financial industry and encourages innovation, “regardless of regulations.” (Little tip: Don’t ever use the phrase, “That’s just the way it’s always been done,” around her. She might just flip over a table.)

• Insider stories about Customer or Member Experience failures, and lessons learned from them.

• Actionable things banks and CUs can do today to ensure they’re really delivering the best customer experience possible.