Applause
WEBINAR FEATURING CITI

THE POWER OF CUSTOMER LISTENING AND THE IMPACT ON CX

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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

Judy Bloch

Customer Listening & EngagementCiti

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 UNDERSTAND DIGITAL EXPERIENCE

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Applause is the worldwide leader in crowdsourced digital quality testing. With 400,000+ testers available on-demand around the globe, Applause provides brands with a full suite of testing and feedback capabilities. This approach drastically improves testing coverage, eliminates the limitations of offshoring and traditional QA labs, and speeds up time-to-market.