Ep245: US banks are starting to get things right but more to be done on tech and customer service

Eric Head, Vice President Experience Leadership, VerintThe US banking industry appears to have weathered the pandemic storm in strong fashion with all of the top 15 US banks showing improved customer satisfaction scores in the Verint Experience Index: Banking (2021). However, that doesn’t mean that they can rest on their CSAT and NPS rankings, customer journeys have become more complex, and expectations are higher than ever. Robin Amlôt of IBS Intelligence speaks to Eric Head, VP Experience Leadership at Verint.