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Thursday, September 18, 2014

11:30 a.m. - 12:00 p.m.
Track: Customer Insights sponsored by Pegasystems & Comet Global Consulting View Track

THE GOOD, THE BAD & THE UGLY: LEVERAGING SOCIAL MEDIA & CUSTOMER FEEDBACK TO DRIVE BUSINESS SUCCESS

Joel Nathanson, Head of Social Media, BANK OF THE WEST
Steven J. Ramirez, CEO, BEYOND THE ARC, INC.
Frank Eliason, Senior Vice President of Social Media, CITI

Although consulting customer feedback to drive significant business changes is nothing new for banks, the locations and forms of data have undergone a noticeable evolution over the past few years. But despite this proliferation, it seems harder than ever to generate insights that you can act on. What are the best ways to generate customer insights that can help a bank improve its business?   Leading companies have built robust Voice of the Customer programs and successfully use surveys to assess the customer experience. As the adoption of social media continues to rapidly increase, some companies are trying to make expanded use of channels like Facebook and Twitter. Still others are developing Big Data pilots to analyze a diverse range of factors including transactions, customer service email, and CFPB consumer complaints.

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