Customer Experience in Financial Services - Liliana Petrova Speaks

Customer Experience in Financial Services

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  • Liliana Petrova speaks in front of a camera

    Customer Experience in Financial Services

    A few weeks ago we sat down with Drum to talk about CX (Customer Experience) in Financial Services. We shared company with IBM, E*trade, and MasterCard, to name a few.

    We talked about customer experience int he financial industry and beyond.

        • What do brands need to know to wow the customer?
        • How do you ensure adoption rate matches the business need of projects?
        • What is the most exciting customer experience trend in 2020?

    Listen to our great conversation with Drum and keep tackling customer experience in finance. Like any other industry, finance needs to cover the basics before investing too much in “wow” moments that cannot have an impact without CX basics in place.

    Enjoy our conversation!

    How a Personal Interaction builds Customer Loyalty

    A customer-centric methodology is key to the successful outcome of my interaction with Hello Spud. It is the reason this story appears here, and not among the CX Big Fails! The company did not send an automated response. It did not deliver a message stating “sorry we couldn’t help you, would you like something else.” Instead, the company co-founder reached out to me personally across multiple channels (a handwritten note, followed by personal emails).

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    Organizational Culture and Access to Information

    By and large, people perceive culture as an HR discipline. The most common perception is that culture covers the soft side of performance. Culture is about how you do things, not so much about what you do. This approach to culture could not be more wrong. In fact, organizational culture is about so much more than a few words in a performance review sheet.  It is about leaders expressing values, and the action guidance their cultural behaviors provide.

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