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Customer Experience Excellence Live - A Virtual Conference !!!

Table of Contents


At the Nexus of Simple


  • Mortgage business is inherently complicated, and highly regulated with financial products and services that are hard to understand with indecipherable legal language on everything.
  • Whose “experience” is driving this selection: Who’s in the front seat?  Who’s in the back seat?  How do we execute the swap?
  • Finding the “right” portal experience: For the borrowers, the loan officers, the back-office team (processors, underwriters, closers, post-closers), the capital markets teams, and ultimately the investors?
  • What are our choices from the marketplace?
  • What decisions did we need to make:  Principles, commitments, trade-offs?
  • Outcome:  Selection, special asks, and key integrations.
  • Deployment – AKA “Discovering Reality”
Click Here To View The Full Session Transcript And Recorded On-Demand Session Video


Improving Patient Satisfaction Starts by Improving Patient Experience Using FTS


  • The journey to improve patient/customer satisfaction starts with improving patient/customer experience which can be challenging.
  • Experience drives satisfaction but it is important to understand the relationship between what aspects of experience effects satisfaction in a positive way.  
  • The Functional Tree Structures (FTS) concept provides a roadmap to transform the customer experience, facilitates criteria measurement, and helps to visualize and document how enhancing experience throughout the service delivery cycle enhances satisfaction.  
  • Leaders will learn how to successfully create lasting improvements in patient/customer experience through standardizing, optimizing, and aligning processes thereby improving patient/customer satisfaction ratings.

Click Here To View The Full Session Transcript And Recorded On-Demand Session Video


The Keys to Seamless CX Success


Brands that focus on creating a seamless customer experience boost customer loyalty, trust, and the bottom line.  The data doesn’t lie. 84% of companies that improve their CX see increased revenue and 79% report cost savings.  Successful companies take an active approach to lead with a human touch.

Attendees will learn the importance of creating meaningful connections that drive customer loyalty and robust business growth.

Key Takeaways:

  • How to find a balance between digital tools and personal assistance
  • How to provide customers with a personalized, seamless experience beyond the purchase
  • How to provide proactive customer service that exceeds customers’ expectations

Click Here To View The Full Session Transcript And Recorded On-Demand Session Video