Webinar: The Power Of Customer Listening And The Impact On CX

omnichannel command center, The Citi approach to digital customer experiences

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.

LEADING COMPANIES PARTNER WITH APPLAUSE FOR DIGITAL SUCCESS

Applause is the global leader in managed software testing services. Through AI, automation and the world’s largest independent testing community, we help enterprises validate every aspect of their digital experiences at scale. Top brands trust Applause for end-to-end expertise and end-user insights on demand, to accelerate functional testing, AI evaluation, accessibility testing, payment testing and more.