CX Masterclass
Objectives

​Understand the trends of customer experience in banking

Understand CX principles specific to banking

Understand how technology has an impact on customer experience
and customer expectations

Learn customer journey mapping techniques to identify pain
points and opportunities

Identify customer pain points and design effective solutions

Implement customer journey mapping techniques

Implement technology to create human-digital customer experience

Leverage digital tools to enhance customer interactions

Measure and analyze customer satisfaction and loyalty

Foster a customer-centric culture within their teams

Improve the quality of the branch banking management

Understand how to improve branches to attract customers

Apply design thinking to improve branch interactions.

Foster collaboration among participants