All Sessions | Innovation and Partnerships


3:45 - 4:30 Jacqueline VoseCraig W. Hurty


It’s Not About Employee Engagement…It’s About Employee Alignment


Jacqueline Vose
Senior Vice President, Customer Experience, Greenwich Associates

Craig W. Hurty
Executive Vice President & Chief Human Resources Officer, United Bank


Session Description

Aligning back-of-the-house with the front-of-the-house to better execute on the Customer Experience.  All too often Customer Experience initiatives focus on the role that customer-facing employees play in the customer experience.  But, unless the back-of-the-house teams buy-in and play their critical supporting role, an organization cannot fully realize their customer experience goals.  This session will show how United Bank is making this approach work and how it is paying off. 


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