TIAA's Jessica Austin Barker on Unlocking the Digital Client Experience with Data | Technovation 820 скачать в хорошем качестве

TIAA's Jessica Austin Barker on Unlocking the Digital Client Experience with Data | Technovation 820

Client-centricity is the key to delivering an excellent digital experience, and TIAA looks to take that a step further. In this episode, we’re joined by Jessica Austin Barker, Chief Digital and Client Experience Officer at TIAA where she explains how she is pivoting the culture of her team towards ‘customer obsession’ to deliver a ‘digital-first client experience’. Jessica shares her early career experience in customer experience and how it has informed her perspective in her current role. She talks about the art of designing products that simplify complexity for the customer, the critical role analytics plays in the client experience, and the future skills shaping talent development in Jessica's team. Jessica also describes the collaboration she engages in to leverage broader expertise, the metrics she uses to measure quantitative progress toward customer satisfaction, and the importance of retaining the empathy component to customer interactions. Finally, Jessica shares the trends she is seeing in customer experience and the key difference-makers she has noted across her career. 0:00:13 Introduction 0:01:05 Overview of TIAA's Business 0:01:40 Jessica's Role as Chief Digital and Client Experience Officer 0:02:32 A Digital-First Client Experience 0:03:59 Jessica's Experiences at Intuit and Applying Client-Centricity at TIAA 0:05:35 Designing Products to Simplify the Complex 0:07:24 Pivoting The TIAA Culture Towards Customer Obsession 0:09:10 Role Analytics Plays in Delivering Excellent Client Experience 0:10:50 Future Skills: Talent Development and Recruitment on Jessica's Team 0:13:31 Collaborative Methods and Leveraging Broader Expertise For Shared Outcomes 0:15:51 Measuring Progress Towards Customer Delight With the Customer Effort Score 0:17:15 Tech Trends: How Emerging Technology can Help Better Serve Customers 0:19:05 Secrets to Success: Authenticity, Passion, and Boundaries 0:21:55 Outro An audio-only version of this interview is available as episode 820 of Metis Strategy’s podcast, #Technovation with Peter High. Learn more at http://bit.ly/Technovation-820. Subscribe to Technovation on your podcast platform of choice: https://link.chtbl.com/Technovation To learn more, visit https://www.metisstrategy.com/technov... ---------------- #podcast #customerexperience