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CIO Strategy: How IT can Create Great Customer Experiences
CXOTalk: Leadership, AI, and the Digital Economy
The Importance of Understanding Customer Needs
How do you marry technology and understanding the nuances of what customers want? And then how do you marry those two sides together? For example, one thing that's been phenomenally successful we rolled out was an easy way for our customers to make an appointments at a branch. We've introduced a digital butler service where they can get curated answers to certain problems very, very easily. Our commercial customers too want to move more to self service capabilities.
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