CX Masterclass
Agenda
EMPOWERING PARTICIPANTS TO TRANSFORM THEIR BANK BRANCH EXPERIENCE
DAY 1
-
Foundations in banking (key principles,
trends, tools and measurement) -
Key elements of a successful customer
experience strategy -
Customer expectations in a digital world
-
Case studies: Best-in-class CX in the banking sector
-
Banking customer journey mapping (steps,
tools, and examples) -
Identifying touchpoints and moments of truth
-
Pain point analysis and opportunity identification
-
Workshop: Create a customer journey map
DAY 2
-
Case Study / Best Practice (CX Benchmark example – before and after)
-
Workshop: Branch Experience - layout, staff roles, touchpoints (group activity)
-
Visit the branch
DAY 3
-
Emerging technologies in CX (AI, machine learning, chatbots)
-
Personalization and data-driven customer interactions
-
Omni-channel banking strategies
-
Case study: Successful digital CX transformation
-
Key performance indicators (KPIs) for CX
-
Using customer feedback for continuous improvement
-
Practical exercise: Design a CX improvement plan
-
Group activity: Developing a customer-centric
action plan
BY THE END OF THIS CX MASTERCLASS EACH PARTICIPANT WILL LEAVE WITH
A completed customer journey map for a specific banking scenario.
A prototype or plan for improving one aspect of branch CX.