this includes some discussion on the potential over reliance on technology to solve CX problems and I will relate some examples from my own experience (as well as others) on the importance of identifying the correct CX problem to solve and whether that involves managing objective reality or expectations.
Ensuring focus on solving the right problem: Managing Objective reality vs managing expectation.
Webinar Date & Time:
Monday, January 12 | 9:00 AM EST
About the Speaker: Christopher Whyte
Christopher Whyte is the president of The Freestone Group and an experienced leader in customer experience, operations, governance, and risk management across the private and public sectors. He has supported global M&A due diligence, led major CX digital transformation initiatives, and held senior executive roles in financial services and fintech, including work on Canada’s first virtual bank. Christopher also provides pro bono advisory support to Fintech Cadence and serves on an innovation panel with the Canada Mortgage and Housing Corporation (CMHC). He holds a Bachelor of Science from Western University, an MBA from Queen’s University, and certificates in digital transformation and AI practices.
