B2B Practitioner Breakout: Citi, Judy Bloch & Michelle Brigman “Power of Listening”
(FINANCIAL SERVICES, Experienced - 5 to 10 years of CX Experience) **Innovation Award Finalist**
We have all heard about the power of listening, but whether talking about people or Brands, the reality is that few of us do this well. Companies often listen to their customers only to gather information that will allow us to give them our sales pitch. Brands do a lot of talking. At Citi, we believe that in order to inspire customer loyalty, we must start listening. Really listening. At Citi, we deliver on the Power of Listening in our Omni Command Center.
Launched in April 2016, the Omni Command Center hosts our real-time omni listening programs, enabling us to monitor user behavior across multiple channels of the customer journey. This means we have immediate access to the entire user experience through the lens of our customer. The unique perspective provides invaluable insights to quickly detect and resolve issues that may have gone undetected otherwise, supporting our mission of keeping customers digital.
Citi’s real-time listening ecosystem encompasses feeds from Mobile, Account Online, Social, Phones, Chat and VRU. Rather than simply ensuring our servicing channels are up and running, we evaluate the user experience from every angle. We do this by monitoring:
- System operability - is it working?
- Channel functionality – are the channels operating efficiently?
- Digital journey effectiveness – are customers able to execute their desired task?
This session will provide a listening “recipe” to get to know your customer’s digital behavior. Attendees will learn to deepen their listening ability – how to complement VOC results & words being said by your customers, but also listening to the meaning & behaviors behind these statements. The result is a foundation that enables greater Brand success & increased customer loyalty.
B2C Practitioner Breakout: Sandy Spring Bank, Mark Slatin, CCXP “The Year of Empathy”
(FINANCIAL SERVICES, Experienced – 5 to 10 years of CX Experience) **Innovation Award Finalist**
Silos form naturally, come down slowly, and disrupt consistently remarkable customer experiences. A simple but effective way to break down silos between departments is to get to know each other as humans first. We dedicated a year to initiatives that focused on making empathy an ongoing staple of our culture at Sandy Spring Bank.
In this session, we’ll share how we developed an organization-wide, low cost strategy concentrated on breaking down silos. We engaged our employees not by teaching them a new skill, system, or technique but instead, they took part in activities intended to embed empathy in our day-to-day culture.
After all, despite our different divisions and departments, our clients view us as one Sandy Spring Bank.