2020 – The Year (NOT) Everything Changed
How to Build a Total Voice of the Customer Program in 2021 for Financial Services?
In our expert opinion webinar, we are joined by Anne Witherspoon, CCXP, CX Leader, and Change Agent, and Rick Denton, Managing Principal at EX4CX, to discuss building a total VoC program in 2021
In our expert opinion webinar, we are joined by Anne Witherspoon, CCXP, CX Leader and Change Agent, and Rick Denton, Managing Partner at EX4CX, to discuss building a total VoC program in 2021.
Some of our discussion topics include:
- What is Total VoC and why financial services need a total VoC program?
- How can mid-size banks leverage frontline employees to listen to the customers?
- How are the customer expectations shifting post-pandemic?
- What are some of the key journeys financial services must focus on and drive CX impact in 2021?
Watch the recording now
Anne Witherspoon, CCXP
CX Leader and Change Agent
Managing Principal at EX4CX
In his leadership roles with Bose, Capital One and several other industry leaders, Rick created customer-obsessed cultures, high-performance execution systems, and clear outcome-oriented alignment. Rick delivered these results across multiple industries and company size profiles both domestically and internationally. As a Managing Principal at EX4CX, Rick helps clients create CX visions, Total Voice of the Customer programs, metrics and culture while driving revenue growth, operational improvement, process excellence and customer success.
Rick believes the best meals are served outside and require a passport.
Co-Founder at Alterna CX
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As the first wave of the impact of the pandemic is experienced, we see some changes in this initial response. Based on our conversations with our clients in banking, retail and insurance, we wanted to share approaches and actions regarding Voice of the Customer programs Read more