Navigating Financial Services CX Transformation: Focusing on the Needs of the Community
Dudley Building Society has a long and proud history of serving its local community, but a new leadership team wanted to respond to the needs of its target market by becoming more customer-centric.
To do this, they approached CGA for help. Despite the company’s strong culture of customer service, they wanted to do more to define Dudley’s vision and purpose so that there was alignment across the organisation on where the Society can add value for customers and why it makes a difference to their lives.
To find out more, including how culture played a pivotal role in the company’s transformation, please watch our interview with James Paterson, CEO of Dudley Building Society.
by ForgetWP®