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Thursday, October 25 • 3:50pm - 4:10pm
(Fireside Chat) USAA: Balancing Competing Demands to Achieve Exceptional Customer Experiences: Pamela Barclay, USAA

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Understanding your customers' wants and needs is one thing, but actually delivering excellent customer experiences at scale is truly complex. USAA is no stranger to this challenge, in fact, they consistently receive among the highest customer service and member loyalty ratings in the industry. In this Fireside Chat, Pamela Barclay, AVP (…), will share her experience navigating the competing demands that exist in large, established enterprises, like USAA. She will discuss how her team effectively roadmaps initiatives that serve both diverse member needs, as well as, the interdependencies of a multi-product line business. Beyond, vision setting, Pamela will also share what she's learned about how to implement these priorities through productive stakeholder alignment and the effective use of Agile. Join us for the conversation!

Speakers
avatar for Pamela Barclay

Pamela Barclay

AVP, Senior Experience Owner Property Insurance Experience, USAA
Pamela Barclay brings more than 25 years of experience leading transformational change efforts at USAA. Her passion during her almost three decades at USAA has been supporting and leading teams that focus on combining technology enhancements and innovations with human-centered design... Read More →
avatar for Rob Gifford

Rob Gifford

Director, Experience Design, Mad*Pow
Rob is that guy who grew up spending hours drawing and painting in the basement. Quickly abandoning a stereotype, he headed to college to study psychology. That explains why he’s at Mad*Pow as an Experience Design Director, after earning his wings at companies like Medullan, Wiklund... Read More →


Thursday October 25, 2018 3:50pm - 4:10pm PDT
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Attendees (4)