Client
Customer Experience Design
Winning Over Customers From The First Touchpoint
CHALLENGE
Design, define way of working and launch Alpha Bank’s first CX (customer experience) department.
outcome
Successful implementation and use of NPS as a customer experience navigation system of continuous improvement
Project
We developed a channel-neutral customer experience strategy and Identified key metrics and touch points to measure customer experience (NPS) across business critical interactions. We designed a system of governance and cross-functional collaboration to turn customer experience insights into scalable actions making a difference for customers and successfully created a 2-year program to embed a customer-centric culture within the organisation from the bottom up.
Successful implementation and use of NPS as a customer experience navigation system of continuous improvement. Through customer-centric culture program (“Say Yes To CX”) hundreds of senior managers participate in voice of Customer Programs, enriching their knowledge on a daily basis.
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