Customer Experience Blind Spots in Retail Banking

On-Demand Webinar with The Financial Brand

Customer experience (CX) has become a key competitive differentiator for banks. Like many industries, banks and credit unions have become adept at capturing customer feedback in their voice and digital channels. But two areas that can greatly impact CX are often missing from their voice of the customer programs.

1. The branch: Capturing timely, relevant customer feedback in the branch can be challenging
2. The back office: Errors and delays in the back office can greatly impact CX

Watch this on-demand webinar, where Verint Directors of Go-to-Market, Nicole Nevulis and Juan Cabrera, show how banks and credit unions can:

• Effectively capture customer feedback on branch experiences
• Measure the impact of back-office performance on CX
• Create a holistic view of the voice of the customer and the operational factors impacting not only CX, but operational costs too.

Watch the webinar now!

Speakers

Nicole Nevulis
Global Senior Director of Go-to-Market Strategy – Verint

Nicole is passionate about helping leading financial services firms maximize the value of employees in their back-office operations. She helps executives understand how to leverage Workforce Engagement technology across the enterprise to improve operational costs and customer experience. Nicole’s core belief is that you can be operationally efficient and create stellar CX!

Juan Cabrera
Director, GTM Strategy for Branch Workforce Solutions – Verint

Juan has developed a keen sense of branch banking over the past 20 years through his experience as a senior consultant and software implementation manager with Verint and with Kiran Analytics.  Juan and his team have been deeply involved in helping banks transform and better understand their branch operations to meet market demands and deliver exceptional customer experiences.