CXPA Webinar Presented by Confirmit: Shape Your CX Program to Success

When
Tuesday, June 16, 2020
2:00 PM - 3:00 PM ET

Where
Online

Shape Your CX Program to Success
How do you know you’re on the right path with your CX program? Are you focusing on the right things?

Whether you are at the beginning of your CX journey, or further along the road to maximum maturity, working out where to invest your energy can be a daunting task. In this webinar, Jessica Buffenstein, Director, CX Consulting at Confirmit will speak to Heidi Mastellone, Jim McKeown, and Davide Filato from Selective Insurance, one of Confirmit’s much-loved clients, where they will talk through their CX journey so far and provide you with some frameworks for future CX success. These frameworks are designed for you to take away, build, and shape in a way that works for your organization.


Hosted By
Jessica Buffenstein
Director, CX Consulting
Confirmit

Jessica helps companies design and scale customer experience programs, with a focus on Voice of Customer, to drive business results. She is a thought leader and has managed global programs with the goal of finding actionable insights that improve satisfaction throughout key interactions (e.g., digital, product, support) and increase company trust. She has worked with companies to create and deliver on CX strategies, build customer-centric cultures and optimize every touchpoint throughout the customer journey. Jessica’s passion is activating employees – from executives to the frontline – to strengthen relationships with their customers. She works with teams to develop a deeper understanding of their customers, glean insights, create action plans and tie results back to the bottom line.

Panelists
Davide Filato
Customer Experience Metrics Project Leader
Selective Insurance Company of America

Davide joined Selective in 2017 with a focus on managing and expanding the Voice of the Customer program, capturing key insights and devising strategies that ensure Selective continues to provide a best-in-class experience. Under Davide’s stewardship Selective’s Voice of the Customer Program has expanded its reach to 30% percent more customers and achieved a 50% improvement in response rate. Davide came to Selective with a sales, management and marketing operations background and a holds an MBA from Centenary University.

Heidi Mastellone
Customer Experience Director
Selective Insurance Company of America

Heidi Mastellone, Customer Experience Director, joined Selective Insurance Company in 2008. Heidi is currently responsible for the Selective policyholder end-to-end customer experience including creation of the company’s CX roadmap and supporting strategies, prioritization of system and process improvements, and ongoing assessment of individual customer journeys. Heidi has more than 30 years of experience in marketing and communications for the financial industry. Prior to working at Selective, Heidi led the affinity marketing programs at Chase Personal Banking and Chase Mortgage. She also operated a successful communications consulting business for 10 years working with various clients in the financial, insurance and non-profit sectors. Heidi holds a Bachelor of Arts degree in economics and communications and certification in Customer Experience Management from Rutgers University.

Jim McKeown
Vice President, Customer Experience and Mobility
Selective Insurance Company of America

Jim McKeown has over 20 years of experience building and leading diverse and complex Customer Experience, Mobility, Marketing and Digital Strategies for some of the best performing companies in the world. As the Vice President of Customer Experience and Mobility at Selective Insurance, Jim drives the strategic vision for Selective’s CX strategy, and with his team, delivers unique omni-channel experience and best-in-class self-service and mobile offerings to Selective customers, agents and employees. Previously at UnitedHealth Group and AIG, Jim and his team were responsible for driving strategic implementation of cutting edge products and solutions that drive both enterprise wide delivery and innovation. During his career, Jim has been credited as a visionary for key product delivery, customer experience and digital innovation. He’s contributed to a number of industry publications, including The Standard and Independent Agent, and often speaks about the Customer Journey and The Power of Choice on Podcasts and at conferences across the country. Follow Jim’s CX journey here and catch him delivering a keynote presentation at the CXFS conference in November.