The CX Best Practices You Didn’t Know You Needed for FinServ

Presented by

Kurt Trauth, SVP of Customer Experience Strategy

About this talk

The pandemic likely tested many of your CX best practices over the last year; but as FinServ companies look towards the new normal, new best practices are emerging in the fight to stay competitive. In this webinar, Stratifyd’s Kurt Trauth, SVP of Customer Experience Strategy and Analytics, will share with you the unexpected best practices that he’s discovered in his time as USAA’s Voice of the Customer leader and in his role at Stratifyd working with top financial institutions. Kurt will dive into the innovative ways companies are using the data they already have to uncover new insights, as well as how they’re tapping into new data sources to find a competitive advantage. Each of these CX best practices is geared towards creating an organization that delivers clear, measurable ROI while creating a team that’s more responsive to customer experiences across more touchpoints. Join us to get answers to the following questions: What’s really hiding in your CFPB complaints, and why does it matter for your CX team? How can the Contact Center turn its focus from cutting costs to deriving value from calls and chats? How do you properly weight the feedback of your high-value clientele in surveys? How can tying emotional intelligence to CX interactions keep you from making incorrect assumptions about what matters to your customers?

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