• What is a customer orientated approach and how to achieve it?
• Developing a systematic way to build a world class experience
• Maximising customer satisfaction through effective organisation framework applied across your bank
• Incorporating business operations into your daily operations to achieve higher customer centric approach
• What has been achieved over the last 12 months

Today’s customers are more sophisticated and demanding than ever.  The secret to winning and keeping them is to significantly exceed their already elevated expectations.  Customer Experience Management (CEM) lies at the heart of maximising customer relationships and restoring the intimacy that once existed between companies and their customers.  It is becoming ever more crucial to proactively manage and synchronise interactions and transactions throughout the customer journey, from incoming inquiries, claims, requests via phone, e-mail or chat in real time, through to personalised correspondence, delivering the right information at exactly the right time via the right channel.  Easy-to-use solutions enable agents and employees at all touch-points to efficiently engage with the customers and provide the customer satisfaction your company wants.

Among other things, you will learn:

• Business drivers behind the decision to implement a solution that proves the customer experience across multiple channels
• Business benefits of the chosen solution
• Future plans – where to go from here

• Being buried in statistics
• Separating what’s valuable from what’s interesting
• The value of an external perspective
• Benchmarking
• And what does it mean for the customer?

• Collect your Customers’ perception of your service through a variety of metrics and channels Understanding the customer voice – not just the scores
• Applying NPS in a practical way
• Turning the messages into useable actions
• For an international customer facing environment – training programmes to satisfy cultural expectations

• Who are we – our brand and our values
• Turning customers into fans
• The changing customer in the 21^st Century and experience economy
• Walk a mile in the customers shoes – listening to   and getting inside the heads of our customers
• Applying the ‘So what?’
• Journeys and the branded Customer Experience 

• Moving towards a relevant customer experience
• Recognising the cost to serve
• Maximising channels to deliver great customer service
• Balancing the cost of Customer Experience with driving Customer Behaviour
• The role of an outsourcer in supporting relevant customer experience

• Refresments will be available during the session

• Why today’s business models do not support the modern customer.
• Challenging the accepted wisdom.
• Understanding how much value you create for customers.
• How customer satisfaction, cost reduction, employee satisfaction and profitable revenue growth can all be achieved together.
• How to create sustainable service enterprises which are able to operate successfully within environments of constant change.

• Rebranding from the inside out or outside in?
• How to deliver your brand essence message to colleagues
• Understanding the importance of emotions in customer experience
• Defining and developing a customer experience statement based on values and vision
• Bringing the brand to life through a unique shared experience 

• Engage the Frontline: Burning Platform is the Customer
• Intense focus on the Basics: Identify the Best Practices – Foster the best and help the week.
• Value Customer Time over Productive Time.
• Customer focused Service & Support over Product focused Service & Support

• Contact Strategies – the optimum but also the reality we all live with!
• Single Point of Contact Service desks – ownership of issues and end to end view
• Building Customer Intimacy and Business awareness within your teams
• Quality and capability requirements for your team versus the productivity challenge
• Balanced scorecards
• Proactive Communications both Externally and Internally

• The 4 key components-customer, company, competitor and context
• The 2 challenges-gradual change and cataclysmic change
• Enabling your contact centre culture
• A new approach to training