This session is directed to middle and senior managers and focuses on the importance of leading a culture that intentionally manages the desired customer experience. Customer interactions previously limited to managing quality interactions on the telephone or at a branch are expanding to include all transactions, touchpoints, communications, and technologies that deliver service and information to customers. Organizations that excel at managing the entire customer journey will successfully capture more relationships with targeted generations and market segments. Learn how to take a strategic approach to deliver your desired customer experience.
Target Audience: Senior and middle managers, branch managers, supervisors
Presented by: Tom Hershberger
Recording available through: July 1, 2021