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Sep 28, 2017

Recorded at CCW Cheryl China joins us and reviews her 19 year history at Citizens Bank. She still to this day makes it a point every single day to walk out onto the floor of the contact center with a key point being to say good morning to everyone or at least welcome folks at the beginning of their respective days....


Sep 21, 2017

Eytan Bensoussan joins us and shares his thoughts on customer experience from a fintech perspective. His thoughts are if you’re creating a new option, the role of the bank should be different. And so in servicing small business owners, Eytan’s point of view is the role of the bank should be a first line of defense...


Sep 14, 2017

Recorded at CCW, Rod Johnson joins us and shares that he runs service operations for Farmer’s Insurance. He says that he’s responsible for service related to customers interaction with agents in person on the phones and digitally. The technology that Rod and his team is building has to address that fact that...


Sep 7, 2017

Celebrated Author, Paco Underhill joins us to share that when he was doing research for commercial zoning issues for cities on the roof of the SeaFirst Bank building in Seattle he had an epiphany. He would do for merchants of any kind what he was doing for cities- helping them understand what customers were doing in...