Executive Development Programme in Retail Banking Customer Experience
-- viewing nowThe Executive Development Programme in Retail Banking Customer Experience is a certificate course designed to empower professionals with essential skills in customer experience management. This programme emphasizes the importance of understanding and catering to customer needs in the retail banking sector, a critical factor in today's competitive market.
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Course Details
• Customer-Centric Culture: Building a customer-centric culture within retail banking, understanding customer needs and expectations, and the role of employees in delivering exceptional customer experiences.
• Customer Journey Mapping: Mapping the customer journey to identify touchpoints, pain points, and opportunities for improvement in the retail banking customer experience.
• Data-Driven Decision Making: Using data analytics to understand customer behavior, preferences, and pain points, and to make data-driven decisions to improve the retail banking customer experience.
• Design Thinking: Applying design thinking principles to create innovative solutions that meet the needs and expectations of retail banking customers.
• Digital Transformation: Leveraging digital technologies to enhance the retail banking customer experience, including mobile banking, online banking, and AI-powered chatbots.
• Employee Engagement: Engaging employees in the retail banking customer experience, including training, coaching, and recognition programs that support a customer-centric culture.
• Measurement and Metrics: Measuring and monitoring the retail banking customer experience, including customer satisfaction (CSAT), net promoter score (NPS), and customer effort score (CES).
• Multi-Channel Experience: Delivering a seamless and consistent retail banking customer experience across multiple channels, including branches, ATMs, mobile, online, and call centers.
• Regulatory Compliance: Ensuring compliance with regulatory requirements related to retail banking customer experience, including data privacy and security regulations.
Career Path
Entry Requirements
- Basic understanding of the subject matter
- Proficiency in English language
- Computer and internet access
- Basic computer skills
- Dedication to complete the course
No prior formal qualifications required. Course designed for accessibility.
Course Status
This course provides practical knowledge and skills for professional development. It is:
- Not accredited by a recognized body
- Not regulated by an authorized institution
- Complementary to formal qualifications
You'll receive a certificate of completion upon successfully finishing the course.
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