Episode 77
Driving Culture Change in Banking Through VoC, With Mona Ibrahim
CX Insider - Customer experience leaders sharing insights and ideas for customer service success
October 10, 202230m 8s
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Show Notes
COVID-19 has left a drastic impact on the relationship between digital and face-to-face banking. Mona Ibrahim, Specialist in Service Quality and Voice of Customer at the National Bank of Egypt, explores this change through the area of customer feedback, with insights into the best practices, approaches to complaints, categorisation tactics and data metrics.
Connect with Mona - https://www.linkedin.com/in/mona-ibrahim-98339918b/