Tag: human engagement

The authors have drawn on their expertise in customer experience (CX) strategy development, training, customer journey mapping and experience redesign, plus two decades of research (1000s of targeted, in-depth telephonic interviews) to create the ultimate how-to CX handbook, called Eat Your Own Lunch.

Currently we all speak from a position of absolute ignorance. No one can truly know what the outcome of this pandemic will be, nor when the virus will pass or if it will ever be defeated. Even if a vaccine is developed in the next few months it’s clear that we will forever mark this moment as one of seismic significance. From now on we will talk of pre or post COVID-19. 

The relentless drive towards digital banking is making banks ‘invisible’, leaving customers looking for more value, human engagement and diversity of transactional channels according to the South African Customer Satisfaction Index (SA-csi) for banking.