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.
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Focused on unifying its comprehensive organization around a customer-centric culture, Midland’s VOC program is designed around:
Capturing customer feedback across digital and in-person service interactions
Capturing customer feedback across digital and in-person service interactions
Increasing both employee and customer engagement
Designing CX best practices around the ideal experience and service recovery