CX TALK: How BBVA Compass Measures and Improves Customer Interactions

Posted: 03/23/2017

Kristin Julbert is the Director Client Experience at BBVA Compass. In an interview at the Customer Experience Exchange for Financial Services: US, she spoke about:

  • The challenges of measuring and improving the quality of customer interactions
  • The elements of a great metrics strategy to turn insights into action
  • The role of digital in a consumer-driven market
  • Personalisation vs automation
  • The evolving customer experience landscape

Watch the full interview below.

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