Mary Rose Bufalino

Head, Customer Loyalty, Canadian Personal & Business Banking BMO Financial Group

Mary Rose has degrees in Biology & Psychology (B.Sc.) and Medical Biophysics (Ph.D.), where she contributed to research on the impact of context-dependent recognition memory on questionnaire design and motivation & emotion. She became interested in strategy after taking a course at the Rotman School of Management during her PhD, and joined KPMG as a management consultant following her studies. There she supported diverse clients on strategy, process improvement, and customer experience initiatives. Following her interest in customer experience, she led strategy for a digital marketing agency, and then entered the Financial Services industry where she is now the Head of Client Loyalty for Canadian Personal & Business Banking at BMO.

DAY TWO – Empowering Your Teams With Tools and Cutting Edge Technology for a Stellar CX

9:40 AM PANEL DISCUSSION REMIX: Empower Your Team with the Right Tools to Deliver a Top-Notch Customer Experience

Your front-line employees are your most vital asset. They’re the face of your organization, interacting with your customers to ensure a positive experience. But what is THEIR experience in how they engage with customers, either through the systems and technology they use or internal processes they must navigate? Often times it’s a disjointed and frustrating exercise.

In this session, hear from CX leaders who have put the necessary tools and infrastructure in place to turn employees into CX advocates. Learn strategies for empowering your teams to exceed customer expectations and drive customer satisfaction and gain additional insights on:

Traveling journeys with your employees to discover areas of friction
Soliciting employee feedback and taking action on areas of improvement
Implementing empathy training so employees can create important human connections
Utilizing technologies such as co-browsing that lead to customer and employee satisfaction

12:45 PM THE CX LEADERSHIP ROUNDTABLES

Grab a seat at the table and take a deep dive with your peers on a topic of interest. This is the perfect opportunity to learn how others are working through challenges and implementing strategies to take CX to new heights. Walk away with fresh ideas to implement right away.

Table #1

Leveraging Text Analytics To Uncover Actionable Insights

Table #2

Optimizing your CRM to Enhance the Client Experience

Table #3

Best Practices for Segmenting Clients and Creating Differentiated Experiences

Table #4

Innovative Approaches For Personalizing Products and Services to Enhance the CX

Check out the incredible speaker line-up to see who will be joining Mary Rose.

Download The Latest Agenda