Future Digital Finance West 2017

December 04-December 05, 2017

The Wigwam, Phoenix, AZ

Contact Us: 1 (888) 482.6012

Simon Mathews

CEO
PointOne Digital

Drawing on over 20 years of strategic consultancy experience at communications, advertising and digital agencies around the globe, Simon founded PointOne Digital to help clients drive exceptional outcomes for their customers. His passion for seeking out and applying the latest digital design technologies and innovative strategies to tame the complexity of modern digital ecosystems has paid off for clients and brands across a variety of industries—from financial services and technology to retail and healthcare.

Ever a champion of user-centered design, Simon executes against an agile, iterative process when leading multidisciplinary teams of business strategists, interaction designers, content strategists and visual designers. This approach has benefited both major corporations and startups including AIG, Autodesk, Bank of Oklahoma, Central1, Dell, Ecolab, Emirates Airlines, IBM, LeapFrog, LVMH, Merrill Corp, McAfee, Nokia, Reebok, St. Luke’s, Southwest Airlines, Stanford Health Care, TD Bank, Ubisoft and Wells Fargo.

Simon has made his way through 56 countries and counting. If he’s not rolling up his sleeves, working alongside his clients, Simon can be found speaking at conferences and symposiums. And when he’s off the clock, you’ll often find him taking his kiteboard for a spin in some far-flung, windy destination.



8:20 AM Chairperson’s Opening Address

2:15 PM Panel Discussion Remix: Enhancing the Omni-Channel Customer Experience Holistically

How do you begin the process of customer experience enhancements across channels?  It begins with integrating your systems, and gathering that feedback. This session will not only look at internal processes to assist with customer experience optimization, but also how to think about your customer throughout the entire process.
  • Integrating your channels so you can obtain feedback across them 
  • Operationalizing this process and using supporting technology 
  • Gathering feedback across multiple channels (chat, text, Call/contact center, social channels, branch locations)
  • Connecting customer experience enhancements to your operational excellence to help problem solve across channels 
  • Making the front line and back office communicate better so your customers can see improvements in your CX
  • Taking the time to understand customer needs