The great balancing act in CX: A discussion in Financial Services

Edward Jones Principal Neal Rideout leads the firm's Experience Center of Expertise.  The ExCOE is responsible for developing the experience vision and leading the firm from an Experience First perspective using a deep understanding of client/branch needs, wants and preferences.

Prior to joining Edward Jones, Neal spent the past 10+ years at USAA.  Most recently he served as SVP of P&C Distribution and Service leading a team of 9,000+ teammates delivering end to end experience across all phone and digital touchpoints. Neal earned his bachelor's degree in business from Benedictine University and his MBA from the University of Chicago Booth School of Business. 

Jenn Garbach is Chief Marketing Officer for PNC Bank where she leads the brand and line of business marketing teams to drive growth and brand awareness for the enterprise. Over the past 20 years, she has worked extensively in the financial and professional services industries spanning marketing, product management, strategy, technology and customer experience. 

Jenn is an innovative, results-oriented marketing leader who drives marketing transformations at scale. She previously served as Head of Marketing Transformation & Operations at PayPal and has held a number of marketing leadership positions at Capital One. She holds a Master of Business Administration in finance and strategy from Duke University’s Fuqua School of Business, a Bachelor of Science in general management from Boston College and is based with her family in Northern Virginia.