Executive Development Programme in Retail Banking Customer Experience
-- ViewingNowThe 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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โข 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.
โข Customer Journey Mapping: Mapping the customer journey to identify touchpoints, pain points, and opportunities for improvement in the retail banking customer experience.
โข 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.
โข Design Thinking: Applying design thinking principles to create innovative solutions that meet the needs and expectations of retail banking customers.
โข Digital Transformation: Leveraging digital technologies to enhance the retail banking customer experience, including mobile banking, online banking, and AI-powered chatbots.
โข Employee Engagement: Engaging employees in the retail banking customer experience, including training, coaching, and recognition programs that support a customer-centric culture.
โข Measurement and Metrics: Measuring and monitoring the retail banking customer experience, including customer satisfaction (CSAT), net promoter score (NPS), and customer effort score (CES).
โข Multi-Channel Experience: Delivering a seamless and consistent retail banking customer experience across multiple channels, including branches, ATMs, mobile, online, and call centers.
โข Regulatory Compliance: Ensuring compliance with regulatory requirements related to retail banking customer experience, including data privacy and security regulations.
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