CX TALK: How BBVA Compass Measures and Improves Customer Interactions

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 interactionsThe elements of a great metrics strategy to turn insights into actionThe role of digital in a consumer-driven marketPersonalisation vs automationThe evolving customer experience landscape Watch the full interview below.
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