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Driving CX Excellence with Holistic Voice of the Customer

Originally presented at Interactions Live 2021

Heather Hughes, Director of Marketing, NICE Satmetrix

Joshua Lacumsky, Customer Experience Manager, Midland States Bank

Watch the presentation to find out how Midland States Bank is implementing a holistic VOC program to drive CX excellence everywhere across a diversified portfolio of banking services and financial products.

Webinar Replay

Focused on unifying its comprehensive organization around a customer-centric culture, Midland’s VOC program is designed around:

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Capturing customer feedback across digital and in-person service interactions

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Capturing customer feedback across digital and in-person service interactions

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Increasing both employee and customer engagement

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Designing CX best practices around the ideal experience and service recovery