Employee Alignment

Greenwich Report
January 2017 By: Jacqueline M. Vose
Even organizations that spend significant resources on customer experience management (CEM) programs often focus their efforts exclusively on front-line staff and procedures while excluding back-office and other non-customer-facing functions.

The Future of Banking: 2025

Greenwich Report
May 2016 By: Donald M. Raftery
Banks today feel like analog players in an increasingly digital world. Yet change is coming fast: Within the next decade, they will feel and operate more like tech companies with banking licenses. Buyers of wholesale banking services have started...
Banks that limit their customer experience management (CEM) programs to “front-office” or customer-facing staff are not addressing every element that affects customers.
Jacqueline Vose and Special guest Craig Hurty of United Bank review the importance of Employee Alignment within your Customer Experience Management program.
Learn the five main stages of the Customer Experience Development process and how to measure the success of your CE program.
See why shared accountability is a key aspect of every successful CEM program.
Our new paper, Commercial Banks, CEM and Winning in Wealth Management, outlines how to make the most of the growing wealth management market.

Award Recognition

We are honored to be recognized for our "commitment to measuring and understanding the customer experience while delivering improved business results."

Learn more about the Ace Awards

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