XM Knowledge Base
US Bank: Optimizing an omnichannel customer experience
Optimizing the customer experience is a critical focus for banking organizations as the industry experiences turbulence fueled by changing customer expectations, increased competition, technology innovation, and external factors such as COVID-19.
Organizations are increasingly focused on improving the customer experience by understanding friction points and customers’ frustration around certain interactions that when addressed, also result in greater operational efficiencies and expense reduction in the business. Additionally, there is an acceleration of digital transformation within the industry, due in large part to the preferences of many customers to perform transactions online and as a result of lasting impacts from COVID.
In this webinar, you'll learn
- Approaches for assessing opportunities to optimize an omnichannel customer experience in retail banking including which feedback sources to leverage, the use of insights in different areas of the bank, and expanding on these areas as the program matures.
- Methods, examples and lessons learned for engaging internal partners and driving adoption of insights in their daily operations.
- The impact of COVID on banking and how US Bank conducted early monitoring to assess changes needed to support their employees and customers.
- Best practices for driving insights to action and measuring the value of those changes to the customer and to the bank.
Webinar_
US Bank: Optimizing an omnichannel customer experience
Optimizing the customer experience is a critical focus for banking organizations as the industry experiences turbulence fueled by changing customer expectations, increased competition, technology innovation, and external factors such as COVID-19.
Organizations are increasingly focused on improving the customer experience by understanding friction points and customers’ frustration around certain interactions that when addressed, also result in greater operational efficiencies and expense reduction in the business. Additionally, there is an acceleration of digital transformation within the industry, due in large part to the preferences of many customers to perform transactions online and as a result of lasting impacts from COVID.
Featuring
Kristina Bär
Consumer Relations Manager, Jacobs Douwe Egberts (JDE)
Customer Service Professional with 25 years of experience across various industries with a keen passion for languages and technology. With an international background, now based in the UK working for JDE and bringing her vast experience to the global coffee table whilst enjoying a cup or three.
Customer Service Professional with 25 years of experience across various industries with a keen passion for languages and technology. With an international background, now based in the UK working for JDE and bringing her vast experience to the global coffee table whilst enjoying a cup or three.
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