Sticky Products at the Crux of Customer Experience Management in Finance

May 26, 2011 - PRLog -- Sticky Products at the Crux of Customer Experience Management in Finance

   Interview by Helen Winsor, Customer Management IQ
Ian Ormerod, Head of Customer Experience at AXA, joins Customer Management IQ to discuss Customer Experience Management within Banks and Financial Services.
Customer Management IQ: Now, firstly, could you give some reflections on how you think customer experience management within banks and financial services has changed over the past few years?

I Ormerod: Certainly, yes. I think the short answer is that the predominant change has been the focus. I think, traditionally, it’s been a lot further down the pecking order of priority within most organisations than it certainly is now, and you’re seeing customer experience management becoming a core part of strategy for an awful lot of organisations. I think that the proliferation of the different channels that customers use to interact with banks has been a big changing factor in terms of the technology increase and development over the years, and that’s caused people to have a much deeper look into what they’re doing and how they’re doing things with customers.

Customer Management IQ: In a nutshell, what do you think the reasons are for these changes?

To access the interview transcript and mp3 in full, please click here: http://www.customerexperiencefinance.com/Event.aspx?id=50...



Ian Ormerod will be speaking at the Customer Experience Management for Banking and Financial Services Conference, which will be hosted from 12th - 13th September at the Mayfair Conference Centre in London. For more details, please visit the website: www.customerexperience-finance.com, call freephone: 0800 652 2363 or email: enquire@iqpc.co.uk.