Lisa Loftis, a Principal on the SAS CI team, is a CRM, CX, and BI expert with 30+ years of experience assisting organizations with customer strategy. She has worked with numerous large organizations in North America, South America, Europe, and the United Kingdom on all aspects of successful data governance, BI, and CRM. She specializes in combining technology necessary to support CX and BI business strategies with organizational structures, executive leadership, and cultural factors required to migrate an organization toward effective implementation of customer strategies. Industries include Banking, Investment, Insurance, Telecommunications, Retail, Utilities, Entertainment, Manufacturing and Distribution, and Pharmaceutical, Health Care, and Automotive Roadside Assistance. Lisa speaks frequently at national and international conferences and has co-authored the book Building the Customer-Centric Enterprise, (John Wiley & Sons, 2001).
Day 1: Jun 15, 2021
Practical Perspectives for a More Connected Customer Experience
- Why do challenges exist around digital transformation in the financial services industry?
- What’s involved in the technical and business transformation of the customer experience?
- What are the benefits global banks and insurers are seeing by using analytics for digital customer experience transformation and what are best practices?
Day 2: Jun 16, 2021