November 8, 2018
11:00 AM - 12:00 PM EST
CX is Not a Department
Why CX Needs to Be Organization-Wide
Many brands on a CX transformation journey struggle with change, adoption, and acceleration. Why do these initiatives often fail? Because many brands still operate in silos, instead of making it everyone’s responsibility. To be a customer-centric organization, you need to move beyond reporting lines as your customers don’t interact with your brand in silos and departments.
Join Morana Bakula, VP Customer Experience, and Maria Pallante, VP, Loyalty Solutions, at Bond Brand Loyalty as they reveal what it takes to identify and deliver a seamless enterprise wide differentiated approach to customer experience. In this webinar, and guided by Bond’s latest global research, you will learn about new approaches that consider:
- Leveraging human and digital moments to create experience differentiation (experiences for the person, not the persona, considering the emotional needs of your customers and people).
- Developing a transformation roadmap to guide required processes, systems, and people tactics.
- Creating a customer and employee engagement strategy that delivers a strong return on your CX investment.
Vice President, Customer Experience
Bond Brand Loyalty
Morana leads Bond’s Customer Experience practice, which includes a multidisciplinary team of Customer Experience Strategists, Learning Strategists, Instructional Designers and Project Managers. Morana is a trusted client adviser and an award-winning learning professional with 10 years of experience architecting strategic learning and motivation solutions while bringing tremendous passion and commitment to helping our clients deliver a sustained differentiated customer experience.
Morana has deep experience across industry sectors, including pharmaceutical, financial services, insurance, retail, consumer and packaged goods, and hospitality, and has worked with some of the world’s most recognized brands, including Janssen, Roche, KPMG, American Express, Nestle, PepsiCo, AB InBev and BlackBerry. Morana has a BA (Hons) in Philosophy and English. She is also a certified Instructional Technologist (Centre for Effective Performance), and is certified in Strategic Change Leadership (Rotman School of Management).
Vice President, Loyalty Solutions
Bond Brand Loyalty
Maria leads Bond’s Loyalty Solutions team specializing in launching, managing, and optimizing CRM and loyalty programs initiatives for clients. Maria is focused on implementing effective customer retention and engagement strategies, underpinned by operational and digital marketing excellence on both proprietary platforms and partner platforms. Maria has established a disciplined approach to implementations and ongoing support that is leveraged for all clients, and serves as the basis for our Implementation Playbook.
Maria has more than 15 years’ experience, and has worked on a wide range of loyalty and CRM program implementations, including new and transitioning programs. Maria’s experience spans a number of industry sectors, including financial services, retail, telecom, and hospitality. Clients have included decision makers at HSBC, CIBC, Scene, L Brands, and The Home Depot. Maria has a Biochemistry degree (Hon) from McMaster University and an MBA from the De Groote School of Business at McMaster University. Maria is also a certified Project Management Professional.