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Next Generation Customer Experience 2015 (past event)

March 23 - 25, 2015

Omni Hotels & Resorts, San Diego, CA

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Kelly Harper

Director, Customer Experience Learning
BMO Financial Group

Kelly Harper is Director Customer Experience Learning for BMO Financial Group. Kelly is accountable to develop and implement the Customer Experience Learning strategy for BMO Financial Group. The strategy includes creating customer experience learning curriculum, embed, fostering and sustaining a Customer Experience mindset and fostering a culture of customer experience innovation.

Prior to her current role she was Director Brand & Customer Experience; an enterprise role accountable, from a CE perspective, to drive and implement strategy to build a unique customer experience and champion this across the broader organization; and, from a Brand perspective, accountable to develop and manage the ongoing implementation of a clear and articulated best-in-class brand strategy.

Kelly has been at the forefront of Customer Experience at BMO since the launch of their vision “to be the Bank that defines great customer experience” in 2008. She describes herself as the resident “Customer Experience evangelist, coach and quarterback” - working with line of businesses and Corporate Groups to help strengthen their connection to the customer and reengineer experiences that are valued by the customer and valuable to the organization.

Kelly joined BMO Financial group in October of 1997 and has held various roles within Marketing. She spent the first 11years at BMO as part of the Wealth Management Marketing team, before joining Corporate Marketing in 2008 with the re-launch of the BMO brand.

Kelly holds has a Bachelor of Commerce and Masters of Management Studies, both from Carleton University in Ottawa, Ontario.

Check out the incredible speaker line-up to see who will be joining Kelly.

Download The Latest Agenda

Day 1: Customer Experience Strategy & Design

Thursday, November 3rd, 2016

1:20 PM Workshop F: Customer Experience Solutions Through Creative Problem Solving

In life and in work we solve problems by using a process of design, either consciously or subconsciously. Customer Experience design is no different – whether you call it human-centred design, co-creation or creative problem solving – it is a structured process. There are many tools that individuals and teams can utilize as part of process. This workshop will introduce you to the process of design and share some tools for use in improving your customer experience.

Day 2: Customer Experience Culture & Engagement

Saturday, December 3rd, 2016

2:25 PM Panel: Engaging Employees To Come Up With CX Solutions

When employees across the organization are engaged and empowered, they are better able to provide pro-active solutions and advice and boost customer satisfaction and loyalty. Panelists will discuss:
• How to engage employees and ensure they are tied in with the overall cx strategy of the organization
• The behavior needed to drive experience forward
• Tools that enable employees to provide customer solutions
• Case examples