Kurt Schroeder - Chief Experience Officer at Avtex - was recently featured on BAI.com, and shared his thoughts about why developing and delivering personalized interactions to banking customers can help lessen the strain and frustration customers feel during these troubling times.
Read the full article here.
Don’t scrimp on doing customer research. Don’t simply rely on the internal staff’s perception of what the experience is. Do the heavy lifting and talk to customers to get their version of the experience. Talk to customers to really understand how they feel and think about the experience. Without specific customer feedback, how can an organization know where to focus their design efforts.Kurt Schroeder, Avtex Chief Experience Officer
Read the full article here on BAI.com