Is it too late? Will video still be the most popular channel in the post-pandemic world? Stuart Fearn, Head of Customer Contact at Newcastle Building Society, believes it will. Before the pandemic, he had never thought that video could be a way to connect with customers. Stuart explains how this solution became an integral part of their customer success strategy.
Stuart's LinkedIn Profile - https://www.linkedin.com/in/stuart-fearn-mbe-3602761a/
01:17 - Stuart's vision of the branch of the future I 04:24 - Customer service during the pandemic I 05:52 - Views on customer service automation and digitalisation I 07:59 - Video as another channel I 11:31 - The challenges of implementing new technology I 14:14 - Will video replace F2F service?
Transforming Brand Experience in Banks & Building Societies w/ Martin Shires, Michael Heanue & Greg Copley (Glory, M Worldwide, ACF Technologies)
Retail Restructuring & Rise of Entrepreneurship - w/ Sham Aziz (Thecxway)
Innovating Customer Communication in the Financial Sector - w/ Andrew Stevens (Quadient)
Patient Experiences & Future Regulations in the C*nnabis Industry – w/ Simon Erridge (CuraLeaf)
EV Innovations and the Merge of Physical & Digital CX - w/ Chris Warwick (Electromin)
Ownership of Data & AI Evolutions in Surveys – w/ Kelly Cormac (SurveyMonkey)
Crafting Moments of CX Magic - w/ Shep Hyken
How to Deliver Large-scale Technology Projects - w/ Simon Ronald & Laurence Leach (ACF Technologies)
Perfecting the Human Experience in a World of AI - w/ John Sills (The Foundation)
Age of the Customer & the Power of AI-Driven Language - w/ Andrew Carothers (Cisco)
100th Episode Special - The Best Moments
Preparing Customer Service for the Holiday Season - w/ Ty Givens (CX Collective)
Open Banking: The Shared Branch Model of the Future - w/ Andy Willmot (OneBanx)
Luxury Watches and the Rise of eCommerce - w/ Marc Montagne (Vacheron Constantin)
How Lean Six Sigma Enhances the Banking Experience – w/ Annie Mamigonians
Why is Patient Experience Overlooked in Healthcare – w/ Katie Bowden (NEXA)
Why Human Behaviour is VR’s Biggest Enemy - w/ Dr Clare Mutzenich (7th Sense Research)
The Sustainable Banking Dilemma - w/ Estrella Moya (Triodos)
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