I've worked in the Financial Services industry for 16 years, mainly in customer service leadership roles. I find this to be THE most exciting time in this industry as we face unprecedented change driven by mainly regulatory and digital forces.
I oversee a Client Experience team trying to find our place. I have visions of how customer-centric our organization can be but feel challenged to get mobilized by a number of factors.
I'm very happily married with two young boys, 2.5 and 4, who breathed new life into my being. Besides discovering the wonders of the world with them, I find new interest and joy in working out and gardening, particularly as I experiment with growing my own vegetables. Reading remains one of my most beloved past times, whether fiction, self-development or business related.
I'm particularly interested in how different generations think and behave, but also how similar they can be in spite of it. I believe there is a huge gap in financial literacy that needs to be addressed to help people make better decisions with their money. I could not be a bigger believer in the CX movement that has become a significant theme in business today. I want to help my organization transform and reap the benefits that comes with this very human approach to connecting with our customers.