The Power Of Customer Listening And The Impact On CX

Watch our webinar featuring Judy Bloch, Customer Listening & Engagement from Citi, to learn how they turn active listening into meaningful business results that drive improved experiences for their customers.

Through its omnichannel command center, Citi applies a proactive approach to the detection, investigation and resolution of customer issues to master their digital customer experience.

TOPICS WE COVER:

• How to replicate customer issues your development teams can’t see
  
• How to recognize changes in customer behaviors that signal real-world issues
• How real-time digital and social listening works
• Techniques for analyzing customer journeys

Speaker

Judy Bloch

• Customer Listening & Engagement • Citi

Judy specializes in Customer Listening & Engagement at Citi where she designed a real-time customer listening ecosystem to detect changes in customer behavior, elevating Citi's Customer Experience Management approach from journey mapping to journey management. Prior to joining Citi in 2011, Judy was a Customer Experience Manager at Sprint where she developed innovative solutions and design methods to drive a better customer experience.

Applause is the worldwide leader in enabling digital quality. With the Product Excellence Platform, Applause provides a harmonized approach to quality that drastically improves testing coverage, reduces costs and speeds time-to-market for websites, mobile apps, IoT and in-store experiences.