2014 Drivers of CXM for Financial Services

Date: Wednesday, January 08, 2014

Speakers: Sarah Stealey Reed, Natalie Keightly



Watch or download the Educast below.

Learn three(3) best practices for creating and improving your Customer Experience Management(CXM) strategy.

Today, customer experience management (CXM) is no longer a luxury; rather CXM is a competitive necessity. In fact, customer experience programs can optimize an organization’s customer service, provide valuable competitive data, and give a brand the competitive edge to create a more loyal customer base.

In 2013, ICMI and Avaya sought to gather information about how specific industries are using human capital and technology to provide Customer Experience Management (CXM). The intention was to better understand the cross-over between the verticals, the unique nuances, and the opportunities and challenges that exist within each.

In this 20 minute Educast we share 3 best practices for creating or improving your CXM strategy.  While this Educast focuses specifically on the financial sector, these three best practices can be applied across all industries.

Related Research Report

Related Comlimentary Webinar


Click here to download the educast to your computer. (Right click and save the file to your desktop)


Sarah Stealey Reed

Director of Content Marketing, Zendesk

Sarah Stealey Reed is Director of Content Marketing at Zendesk. She has over 18 years of global expertise in the areas of operations, offshore outsourcing, customer experience, and contact center management. She is an influential strategic leader who has built contact centers from the ground-up, fiscally managed them to support growth, and acted as a turn-around specialist for struggling metrics and employees. Her expertise is in building the operational baseline, while improving and maintaining an exceptional level of customer satisfaction. A consistent and amazing customer experience regardless of location, language, tenure, or channel is her mantra.

She has held positions as the Senior Manager for the Workplace Services Call Center at Deloitte, and also as the Content Director for ICMI, where she was responsible for the editorial content and community strategy for She’s a writer, blogger, and social poster, and often speaks on Customer Support and Emerging Channels at national events and through online webinars.

Sarah can be reached, followed, liked, or shared through:

Twitter: @stealeyreed


Natalie Keightly

Customer Experience Management Product Marketing, Senior Manager , Avaya

Natalie Keightley is responsible for Portfolio Marketing within Avaya’s Customer Experience Management Product Marketing unit, and is based in Guildford, UK. In this role Natalie is responsible for developing Avaya’s strategic messaging and thought leadership in Customer Experience Management, to promote Avaya’s market leadership with customers, analysts and media.  Natalie is also responsible for marketing Avaya’s next generation performance management solutions including Avaya Aura Performance Center and Avaya Aura Workforce Optimization.  Prior to this, Natalie held a number of positions at Nortel including Global Product Marketing Leader for Nortel’s Contact Centre portfolio as well as Services Marketing Director for Nortel’s Global Services group in EMEA. 

Natalie’s 18 year career in IT and Telecoms has focused on helping businesses deploy IT and Communications solutions to achieve business results and covers business analysis, strategy development, product marketing and IT consulting.    Natalie’s early career in South Africa includes a 7 year period working as a Senior Business Analyst and Consultant for Eskom, a large Utility and as a Business Consultant for Shared Objectives, a Systems Integrator for the Finance sector. In 2000, Natalie joined Avaya in the UK and held a number of strategy, marketing and portfolio management positions within the business.

She holds an MBA from Henley Management College, UK, and a Bachelor of Commerce Honours from the University of the Witwatersrand, RSA.

ICMI/UBM Privacy Statement