Access the full podcast series here
Key Takeaways:
Transformation of CX Program: Qualtrics has significantly transformed City Citibank's customer experience (CX) program from reactive to proactive, focusing on predicting and preempting customer needs.
Extensive Survey Implementation: City Citibank employs Qualtrics to conduct 30 different surveys across all channels, providing real-time insights that are actionable and customizable.
AI Integration: The integration of AI with Qualtrics has drastically reduced the time needed to process unstructured data, uncovering insights rapidly.
Video Feedback Utilization: Leveraging customer video feedback has enriched City Citibank’s understanding of customer behaviors, preferences, and environments, enhancing service delivery.
Tangible Benefits: The enhanced CX program has delivered measurable improvements in operational efficiency, customer loyalty, and cost savings.
Holistic Approach: City Citibank is merging customer experie...
Access this content for FREE by signing up for ROAR Membership.
Join with a Basic (free) or Plus membership (for extra features).
Create an account by clicking here or if you have an account sign in below.