Winning Over Customers From The First Touchpoint
Design, define way of working and launch Alpha Bank’s first CX (customer experience) department.
Successful implementation and use of NPS as a customer experience navigation system of continuous improvement
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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