Katherine Lucas

Global Head of Client Experience

Katherine Lucas is the head of client experience and State Street AlphaSM marketing for State Street Corporation. In this role, she leads the client experience team globally to develop, implement and evaluate specific research programs, dialogues and other forms of engagement to measure and understand progress made in our business relationship, drive actions that better serve clients’ operational and product needs and to prefect the total client journey. She also drives the marketing strategy dedicated to the new Alpha platform resulting from the 2018 acquisition of Charles River Development.

Katherine comes to State Street from Simon Kucher & Partners, a strategic pricing consultancy headquartered in Bonn, Germany where she ran the telecommunications practice in North America, partnering with clients to increase profits by engaging in projects such as strategic pricing and product portfolio design, bundling and sales optimization. Prior to that role, she was head of fiber optic consumer marketing and strategy for CenturyLink (formerly Qwest Communications).

Additional past roles include lecturer at Cornell University in Communications as well as a production assistant at Warner Brothers on the Emmy-nominated TV shows ER, West Wing and Third Watch.

Katherine holds her bachelor’s of science in both applied economics and communications, her master’s of science in behavioral economics and her master’s in business administration, all with honors, from Cornell University. She is a TED speaker and also a varsity letter winner in Men’s Football from Cornell University.

All Sessions by Katherine Lucas

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Day 1: Nov 17, 2020

11:45 am

11:45 am

Keep Your Digital CX Towards Fasttrack: Engagement Tips, Tricks and Quick Breakthroughs

Digital transformation has customer experience and engagement at its heart. Explore the unique challenges of the human problem for your digital organization. Gain insights to accelerate your own digital journey which lead to measurably better customer experience:
·         Good intent is not enough, the wish to transform needs to translate into systematic and practical action
·         Build better digital customer experiences that delight both employee AND customers
·         How do you maintain a consistent CX experience across media
Speeding your Digital wat to a frictionless customer experience 

Day 2: Nov 18, 2020