Alex Jimenez

Senior Vice President and Director Digital Channel Management
Rockland Trust Company

Alex Jimenez is a Senior Vice President at Rockland Trust, a Massachusetts Community Bank, where he manages digital channels, debit cards, and customer service. Alex has 27 years of experience in Financial Services, 19 in banking with Rockland, Fleet Bank and Bank of America. His experience includes Operations Management, Strategy, Process Improvement and Project Management.

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

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2014 AGENDA: Day 2: Omni-Channel & Big Data Day

Monday, April 4th, 2016

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