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 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.

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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