How BBVA Compass Measures and Improves Customer Interactions
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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.
