Ted Chen

Managing Director, Customer Experience Center of Excellence

Ted Chen is the Managing Director of the Customer Experience Center of Excellence at Maru. Ted is a 20-year customer experience research veteran and has focused his career on helping companies turn customer intelligence and analyses into actionable recommendations while also utilizing technology platforms to drive dissemination and usage of results.


He is a highly skilled research practitioner with many years of experience including successful stints with Vision Critical and Ipsos Loyalty, and most recently with ORC International. Clients view Ted as a senior consulting expert and he is a well-respected leader across our industry.

All Sessions by Ted Chen

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Day 1: Nov 16, 2021

11:45 am

11:45 am


Enhance Digital Banking Experiences by Understanding Customer Emotion

Even pre-COVID, the need for strong digital banking customer experiences was important, and now it’s more critical than ever that banks understand how to improve online experiences. Banks also need to understand the role that emotion plays in those website and app experiences, as they impact customers’ perspectives as well as their future behaviors. In this presentation session we will cover:
•             The emotional signature of online banking experiences and why they matter
•             The ideal emotional signature for a digital banking experience
•             Differences in emotions when looking across audiences
•             Which experiential aspects have the biggest impact on the overall digital banking experience
Boost Lead Generation, Nurture and Retain Customers in Times of Uncertainty

Day 2: Nov 17, 2021