17th & 18th March 2022
Customer Experience Management (CXM), Customer Feedback Management (CFM) and Voice of Customer (VOC) – it goes by many names… but the idea is the same: Listen to customers during or immediately after an experience and take appropriate action on that feedback to improve CX.
Up until recently, many banks have been inclined to treat customer experience as more of a compliance box-ticking exercise than an effective tool to drive commercial change. With CX programs that do little more than send out surveys after an event, banks have been missing the trick of being able to serve customers effectively in real time and across multiple channels. Great customer experience (CX) doesn’t just make everyone feel good, it delivers measurable business results. As the customer experience continues to evolve, the newest trend is creating an experience that is almost completely self-service, they want an experience that’s easy-to-use and makes their job easier.
Therefore, in an intensely competitive industry with rapid advances in technology, companies must keep up and evolve rapidly to meet the demands.
Key Points:
- The Journey to a perfect CX
- Customer Experience in beyond banking services
- The fine line between improving security and maintaining customer experience
- Why is it important to run the VOC and VOE together?
- Understanding the key benefits of a customer data platform
- How to find data to build the best Customer Experience?
- How to convert digital traffic to sales?
- How to get closer to the holy grail of one-to-one personalization?
- Customer Experience is more important than Brand
- Why the digital transformation leads to unloyal customers?
- AI Powered Customer Experience