KEYNOTE – Digital Dos and Don’ts: A Guide to Creating Easy, Exceptional Experiences
As companies race to meet customer demand for fast, efficient digital transactions, they risk overlooking opportunities to provide greater value that can drive loyalty and satisfaction to new heights. Drawing from his CX career in healthcare, hospitality, travel, financial services and other industries, keynote speaker Jeff Lojko will share his passion for creating exceptional experiences through understanding customer goals and building innovative solutions that deliver more value, reduce effort, and make a lasting impact on customers.
Speaker: Jeff Lojko, Senior Vice President, Customer Experience Transformation, Bank of America
Jeff Lojko is part of Bank of America’s Consumer and Small Business Client Experience team, focused on transforming the client experience through strategic initiatives. In this capacity he partners with leaders across all products and interaction channels to identify and implement CX improvements. These improvements are delivered through enhancements to processes, technologies, and training programs. Jeff is passionate about creating exceptional experiences through first understanding customer goals and building innovative solutions that deliver more value, reduce effort, and feel good for customers.
Prior to his career at Bank of America, Jeff worked in several industries including healthcare, fitness, hospitality, travel, technology, and financial services – experiences which have helped him understand some of the differences and commonalities in customer expectations – such as the importance of trust. Having earned his Bachelor’s degree in Chemistry at the University of San Diego, Jeff looks at CX through a scientific lens using data as the foundation for understanding opportunities and validating success.