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Duration 26:18
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How to Build the Most Customer-Focused Company in the World

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Mélanie Bois
Customer-Focus Strategy, Customer Experience at Banque Nationale du Canada
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About the talk

A strong customer-focused Culture is essential to the success of the implementation of a Customer Experience Strategy. Walk away with an action plan to tailor-make your best in class corporate customer experience strategy. Gain a clear strategy to:

  • Starting afresh: what are the key elements and framework you need to put into place

  • How to put customers first in every key element of your strategy

  • Getting the top-level buy-in and board level champions of CX                         

Putting customers first in everything they do to build loyalty and increase growth

00:00 Intro

01:00 Melanie Bois

01:40 Overview of conversation

02:04 Key elements

03:50 Tools that help

05:20 Leadership

06:00 Main moments

06:30 Customers

09:03 Components of the plan

10:15 Governments

10:58 Prioritization

11:20 Customer experience

16:46 Coaching

18:20 Employees paint points

18:40 Communication

19:23 Tools and IT

24:29 Conclusion

About speaker

Mélanie Bois
Customer-Focus Strategy, Customer Experience at Banque Nationale du Canada

With more than 15 years of experience, I held roles as managers and principal advisor roles to top level management in Customer Experience and Strategic Marketing Development. I have demonstrated concrete results and expertise in : Corporate Customer-oriented Strategy, Customer Experience (CX) Program Development and Implementation, Voice of Customer (VOC) Program Development and Implementation, Customer Experience Design & Solutions, Solutions Development and Implementation, Employees Engagement to Customer Culture (Marketing HR), Marketing & Market Research, Customer Insights, Customer Loyalty Measure Program, Customer Experience Measures & ROI, Development of Sustainable and Value-added Offers / Services & Products, Innovation Processes, Service Enhancement and Standards, CX Continuous Improvement Processes.

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February 10 - 11, 2021
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covid-19, customer, customer service, cx & core, digital cx, digital experiences, engagement, investment industry, source content

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