Press 1 For Nick · 2024-11-13 · 37 min
Welcome to another episode of Press 1 For Nick! We have the pleasure of having Jessica Austin Barker, the Chief Digital and Client Experience Officer at TIAA, a century-old financial services company dedicated to helping individuals in nonprofit sectors secure a stable retirement. Jessica leads TIAA’s digital transformation, focusing on client-first experiences in retirement planning. Join us as she discusses turning "mission obsession" into "customer obsession," the importance of micro-behaviors in achieving financial goals, and the innovative ways TIAA is bridging client experience and technology gaps. We'll explore their unique "mission metric" for service success, the integration of digital and human advice, and how AI is being cautiously implemented to enhance client outcomes.Jessica also highlights the emotional connections driving client-centric behavior, the significance of financial education, and how a culture of experimentation fosters growth even in the risk-averse world of financial services. Get ready for an insightful conversation on transforming retirement planning and how TIAA's mission-driven approach is setting a new standard in the industry. Let’s dive in!
Zoom Is Disrupting Contact Centers and Redefining CX65 / 100
NEW BOOK: The Heart of Service [Overview]Simplifying Customer Experiences, with David AvrinEffective Client Experience Strategies in Banking with Anton De WetBeyond the Buzz: Real Strategies for Thriving in Customer Experience with Chris Hood