Muhamet Hajdari

Head of Customer Experience & Journey NLB Banka

Muhamet Hajdari is Head of Customer Experience & Journey at NLB Banka, with extensive experience in retail banking, customer experience transformation, and digital journeys.

Day 2

15:40 Presentation | From Complaints to Commitments: Elevating Voice of Customer Standards for Differentiated Experiences

Things going wrong often present the greatest opportunity to turn dissatisfied customers into loyal advocates. However, many organisations remain reactive, closing individual feedback loops without translating recurring issues into systemic change. This presentation shares how Voice of Customer should be elevated from a listening function into a strategic discipline, embedding consistent standards, governance, and escalation paths that ensure customer insight informs decisions at every level of the business.

Moving from isolated feedback loops to enterprise-wide VoC standards
Structuring insight into clear priorities that influence planning and investment decisions
Embedding accountability and governance to turn recurring issues into coordinated action

Check out the incredible speaker line-up to see who will be joining Muhamet.

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