COPC

SEPTEMBER 9, 2019

We want to focus on the value of customers, boost their service experience and provide safe, easy and transparent services to consumers, small businesses and micro businesses. We eventually want to enhance mass financial education for consumers in China and help more people enjoy better, equitable service.

Financial 40

Financial 2004 Customer Satisfaction Innovation 40

COPC

SEPTEMBER 3, 2019

We also realised that consumers in China are very keen to adopt technology-empowered customer service. Rather than just using the traditional assisted channels (such as person-to-person contact centres), Chinese consumers are willing to search for resolution via unassisted channels.

Financial 40

Financial Customer Satisfaction 2004 Technology 40

CX Workout - Ideas Blog

DECEMBER 22, 2020

For example, at the outset of the spring quarantine the airwaves were saturated with a sea of advertising sameness as brands scrambled to tell consumers they were “in it with them” and “there for them.” However, many other brands just stayed the course; doing little to change how customers experienced their brand.

2020 52

2020 NPS Financial 2004 52

Storyminers

JULY 6, 2020

Arie’s industry specialties include: Financial Services, Credit Card, Consumer Lending, Retail, Internet, Telecommunications, and other services companies. Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. She has served clients as an independent consulting partner since 2004.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

Arie’s industry specialties include: Financial Services, Credit Card, Consumer Lending, Retail, Internet, Telecommunications, and other services companies. Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. She has served clients as an independent consulting partner since 2004.

Customer Service 52

Customer Service Customer Experience Magazine Books 52