With Rich Dorfman, a seasoned CX professional from Eastern Bank, we discover the strategies and principles that drive successful customer experience in the banking industry. Learn how Eastern Bank leverages customer feedback and employee engagement to enhance its service and build a sustainable, profitable organization.

Key Highlights:

• Rich Dorfman's journey and role in transforming customer experience at Eastern Bank.
• The evolution of customer expectations in the banking sector.
• Strategies for aligning CX with corporate objectives.
• The crucial link between employee satisfaction and customer happiness.
• Rich Dorfman's perspective on the future of customer experience.

Featured Quotes:

1. “Doing the right thing is essential for a sustainable, profitable organization.”
2. “Happy employees are the key to happy customers.”
3. “Customer expectations are a moving target, and staying ahead requires constant evolution.”

Connect with Rich Dorfman:

• LinkedIn: https://www.linkedin.com/in/richdorfman/

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