How ABN AMRO Uses the Voice of the Customer to Improve CX

Sylvia Rozenberg-Monaghan is a Customer Experience Consultant for ABN AMRO Bank N.V.

At the CX Excellence World summit in Paris she presented an insightful session around the power of the Voice of the Customer (VOC) to enhance customer experience.

She also touches upon how they listen to VOC at ABN Amro using a diverse set of data sources, how they measure customer advocacy to improve customer journeys, the challenges they faced along the way – and how they made the changes to overcome these actionable.