The award-winning transformation of M&S Bank
M&S Bank’s head of customer experience tells CX Network about its award-winning transformation program
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At InMoment’s CX Elite Awards in September, M&S Bank took home the trophy for its work to transform its customer experience. Part of the two-year project saw cross-functional teams deployed specifically to assess the customer journey and share their findings with other departments.
One of three winners at the awards, other categories were presented to ASOS and Primark.
CX Network caught up with the bank’s head of customer experience Sally Mitchell, to find out more about this a...
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