Enhancing Engagement with Personalized Insights and Database Experiences with Jessica Austin Barker, CXO at TIAA

Life Accelerated

Jessica Austin Barker, TIAA's Chief Digital and Client Experience Officer, sits down with host Anthony O’Donnell for this latest episode of Life Accelerated. Jessica’s acumen, honed through her tenure at Intuit and now as a leader at TIAA, is steering the financial institution toward new horizons of client engagement.

Jessica brings a profound understanding of the complexities in the financial and retirement planning sectors and a commitment to bridging innovative digital strategy with a personal touch vital to these industries. The episode guides listeners through TIAA's emphasis on capability building, the responsible implementation of AI, and the crucial balance of digital and human elements in sensitive fields.

Hear insights invaluable to the industry as you navigate toward smarter, more impactful approaches to digital evolution within your organization.

Key Takeaways:

1. A design-led strategy that actively involves multiple disciplines allows for the reduction of constraints in thinking, encourages customer-focused innovation, and is crucial for creating exceptional client experiences.

2. Reimagining the client experience, especially in retirement and financial services, has been spearheaded by implementing organizational changes, developing capabilities in data and analytics, and re-engineering a company ethos where employee participation plays a pivotal role.

3. AI offers prospects for increased efficiency and personalized financial advice, but there's a clear need to humanize digital spaces, given the sensitivity of retirement planning.

Timestamps

[00:00] Introduction to the episode

[03:22] Jessica’s transition from Intuit to TIAA

[04:32] Starting with solving basic customer problems

[06:29] Improving customer focus through immersive client experiences

[10:39] Experience with data platforms and increasing data acumen

[12:10] Striving for personalized experiences in financial advising

[15:18] The core principles of being an AI-first company

[17:55] The importance of customers and facilitating digital and human intersection

[22:15] Why design is crucial for creating great experiences

[24:07] Creating positive emotion for customers and solving problems effectively

[25:54] Closing thoughts

Resources:

Connect with Jessica Austin Barker: https://www.linkedin.com/in/jessica-austin-barker/

Check out TIAA: https://www.tiaa.org/public/

If you are starting your digital transformation journey, check out these e-books:

• How To Kick Off a PAS Modernization Project, the Right Way: Insights From a Veteran Project Manager https://hubs.li/Q02rP_6z0

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