Thursday, November 14, 2019
5:00 PM - 7:30 PMWhere
Freddie Mac Corporate HQ
1551 Park Run Dr
McLean, VA 22102Description
How do you transform the 38th largest company in the US into a CX leader?
Find out with CXPA Washington DC Network as we invite you to learn from the Freddie Mac CX team.
In 2017, Freddie Mac took the bold move of implementing a customer experience strategy. At the time, Customer Experience was a new trend in the financial services industry and executives were not sure if it would pay off. It was an upstart move for the government-sponsored enterprise (ranked No. 38 on the 2018 Fortune 500). It is hard to imagine the energy, effort, and conversations needed to pursue a CX initiative at this scale.
Join us for an interactive session with the customer experience team at Freddie Mac, where we will learn about the journey Freddie Mac is taking today to build a CX-driven culture. You’ll hear about their transformation from a project-focused team to a client-led organization, and you will also have the opportunity to practice service blueprinting in a hands-on workshop.
Bill Staikos, Head of Customer Experience, Freddie Mac and his CX Team
5:00pm - 5:30pm: Registration, light food and networking
5:30pm - 7:00pm: Presentation and workshop
7:00pm - 7:30pm: Q&A, more networking and wrap-up
* Allow suficient time to get through Freddie Mac Security.
Please note: Once you register, detailed parking will be sent to you. You will need to provide your driver’s license and license plate number to Security in order to attend the event.