Driving Culture Change in Banking Through VoC, With Mona Ibrahim

COVID-19 has left a drastic impact on the relationship between digital and face-to-face banking. Mona Ibrahim, Specialist in Service Quality and Voice of Customer at the National Bank of Egypt, explores this change through the area of customer feedback, with insights into the best practices, approaches to complaints, categorisation tactics and data metrics. 

 

Connect with Mona - https://www.linkedin.com/in/mona-ibrahim-98339918b/