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How to Build a Voice of the Customer Program? 

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How can financial services understand the root causes of the problems they face and identify pain points to act and improve their journeys and/or products?

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A lot has changed in our lives, but has the expectation of being listened to changed? Not so much. As we continue our daily lives, we continue to want seamless experiences. Even though many financial services have adapted feedback management methods, many still struggle to take the necessary actions to close the loop. How can financial services understand the root causes of the problems they face and identify pain points to act and improve their journeys and/or products?

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?

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