NEW CXPA Chair Karyn Furstman is Positively Relentless

By Jim Rembach posted 05-20-2015 11:45 AM


Recorded on location at the CXPA Member's Insight Exchange.  

When you have had a situation when you needed to get someone to buy-in to change what did you do? Listen to Karyn Furstman share her story of how she has had success in her many years of leading transformation and change. Learn how Karyn found strength with an approach that is not common practice but has provided her with uncommon results.

Karen also shares her thoughts on becoming the new Chair of the CXPA and what that means to her. 

A seasoned executive with over 25 years of business experience, Karyn has held many roles of increasing responsibility. Her passion for championing the customer is evident throughout her career. Currently, Karyn is VP of Agent & Customer Experience for Safeco Insurance, a Liberty Mutual company, and leads the Customer Experience, Lean Process Improvements, Training and Communications organizations.

Previously, Karyn was Senior Vice President, Marketing Director for JPMorgan Chase, where she led the Washington Mutual (WaMu) Customer Communications transition team. At WaMu, Karyn held the first ever Retail Bank Customer Experience Executive role where she was responsible for creation, development and execution of the overall strategy. Karyn and her team improved quality and consistency of the Customer Experience across channels which drove increased loyalty and retention.

Karyn held prior management positions at WaMu as the P&L Executive responsible for the deposit product portfolio (checking, savings, CDs, money market investments) and served as Small Business Product Executive where she developed the overall segment strategy, secured board approval, and managed the implementation to over 2,000 retail branches and business sales managers.

Karyn was Senior Vice President at Bank of America for over 10 years in a variety of positions including sales support, product management, marketing communications, training, and technology strategy where she was Program Manager for the bank’s national Customer Relationship Management (CRM) program.

Before her move into financial services, Karyn spent over 10 years in various national advertising agencies in Seattle and Los Angeles, managing various consumer product and corporate accounts.

Karyn is certified as a Master Black Belt in Six Sigma and Lean methodologies.

Karyn serves as Vice Chairman and board member of the CXPA (Customer Experience Professionals Association); a national emeritus trustee position on the Freedom Writers Foundation; and Temple De Hirsh Sinai in Seattle, Washington. She is a mother of three boys, enjoys theatre and music, and as an avid reader, has belonged to her book club for over 25 years

Get more show notes and quotes to tweet at :


#2015USInsightExchange #BestPractices #EmployeeEngagement #Collaboration #ChangeManagement