NetFinance 2014 (past event)

27 - 29 April, 2014

 Microsoft , Singapore, FL

Array

Alex Jimenez


Senior Vice President and Director Digital Channel Management
Rockland Trust Company


15:05 Beyond Customer Service: Using Feedback for a Customer-Centric Strategy

Bank customers have a story to tell you about what great or terrible service they have received from your bank. Why do we prefer to have them distill that story into a survey’s check boxes? This session examines how one bank gathers customer’s feedback stories from many different sources to serve the customer and to drive strategy across all channels.

Feedback as a:
• A driver of Cultural Change
• way to Inform Business Strategy
• source of Process Improvement Opportunities
• tool for Risk Management



Check out the incredible speaker line-up to see who will be joining Alex.

Download The Latest Agenda