Powering a customer-experience transformation for a leading bank

Customer Experience Solutions accelerates impact by integrating analytics and technology into the customer experience redesign efforts

How do you know which journeys are important for your customers? How can you measure the impact of your customer-journey improvement initiatives? How can you define a strategy to ensure end-to-end customer satisfaction over time?

Asking your customers to share their experiences, however negative they may be, is key to identifying problem areas and developing and implementing a customer-journey transformation that works. A critical step is to develop a system that measures customer feedback and employs the right metrics across each journey —not just individual touchpoints — to drive continuous customer-experience improvements.