With over 13 years of experience in customer-facing roles, Edwin brings deep expertise in marketing effectiveness, customer experience (CX), and service design, having spent much of his career at KPMG. Throughout Edwin’s consulting journey, he developed a strong passion for driving long-term CX transformation, which led him to transition from project-based work to a more hands-on leadership role in shaping sustainable customer experience strategies.

Senior CX and customer contact executives from Capital One, Wells Fargo, Discover and more have already confirmed their attendance to the CCW Banking, Financial Services & Insurance Exchange this April 23-25 in Kansas City!

In the age of customer autonomy, meeting modern expectations requires more than responsive service—it demands empowering customers to take control of their journeys.

This briefing explores:

• Why customer empowerment is so challenging.
• How to avoid common pitfalls and enable true customer autonomy.
• Real-world case studies showcasing the benefits of delivering experiences on the customer’s terms.
  

Driven by real-world insights and exclusive research, this Special Report uncovers a framework for success.

Topics include:

• Startling truth about the “competency gap” that is preventing agents from excelling at high-value work
• Cultural factors that are jeopardizing the ability to elevate contact center performance
• Four ways the role of the contact center supervisor will change in the coming years
• Key opportunities for using technology and strategy to elevate the supervisor experience – and, in turn, agent performance
• Case study highlighting Samsung’s real-world success