Global Summit around Customers, talking about how can innovative experiences create value in the Financial Services revolution.
Customer Experience as a process requires a true customer-centric vision for all the company on 4 steps:
- Consumer understanding, using the voice of the customer to improve business strategies
- Designing meaningful experiences… also in services industries
- Delivering holistic experience, specially on-line and mobile holistic experience
- Communicating experience, not just with advertising, social media or sponsorship… all employees deliver experience on each interaction
To highlight: case around developing customer experiences to be relevant and increase value + innovative and relevant on-line multichannel developments