#72 CX In PKO BP: Corporate vs Retail Client Agata Szczepańska-Jochemczyk Fuzers
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Want to see how customers perceive your business? Schedule a free consultation! 🟩 https://fuzers.com/kontakt/ Want to learn how Customer Experience (CX) is changing corporate banking? In the latest episode, we talk to Agata Szczepańska-Jochemczyk, a CX expert at PKO BP, who shares her experiences in managing relationships with corporate customers. Learn how service personalization and customer feedback affect the bank's strategy and how two banks in one (corporate and retail banking) cooperate under one roof. In this episode, we will discuss: 👉 CX in corporate banking - what is it and why is it so important? 👉 How does service personalization help build long-term relationships with customers? 👉 Customer feedback - how to use it to improve customer service? 👉 What is a pain point and how to identify it in banking? 👉 How do agile and agile transformation impact CX management? 👉 NPS in corporate banking – how to measure and improve customer satisfaction? 👉 Differences between corporate and retail banking in customer experience management. 👉 UX vs CX – how do both work together in customer experience design? If you are wondering how to improve customer experience in corporate banking, this episode is for you! Learn how to manage the voice of the customer, how to identify key pain points, and how to implement KPIs to measure the effectiveness of CX activities. You will also learn how regulatory changes and agile transformation impact customer service processes in large banks. Subscribe to our channel so you don't miss new episodes on Customer Experience! Share your questions in the comments – we will be happy to discuss them in future episodes! In the meantime, let the voice of the customer be with you. Piotr Wojciechowski ____________________________________________________ 🟩 Write to me: [email protected] 🟩 You can find me on: / piotrwojciechowski https://www.fuzers.com 🟩 Sign up for the newsletter: https://fuzers.com/#newsletter ______________________________________ Table of contents: 00:00 Intro 01:14 Introduction to corporate banking and CX 02:14 Differences between retail and corporate banking 04:58 Three layers of customer experience management (CX) 09:04 Challenges in CX in corporate banking 12:53 Evolution of the CX strategy at PKO BP 19:38 Using customer feedback in practice 22:05 The role of the CX Manager – support or leadership? 33:44 Overcoming internal resistance in the organization 42:44 Future challenges and advice for CX Managers #CX #CorporateBanking #CustomerExperience #ServicePersonalization #Agile #NPS #CustomerFeedback #UX #PainPoints #CXManagement #CustomerRelationships #CustomerExperience #CXResearch
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