Navigating Financial Services CX Transformation:
The Journey To Customer Centricity
Tom Allder, International Personal Finance’s Chief Marketing Officer speaks to the challenges and opportunities of becoming customer centric in the financial services sector.
“Customers that receive the best experience tend to drive the best commercial results for the business.” Tom Allder
With the help of Heartbeat Pulse, our customer data dashboard, Tom and his team are able to explore and thoroughly understand the needs of their customers, many of whom are financially vulnerable, and embed their voice into the customer experience IPF offers.
To find out more, please watch the full interview, including details of IPF’s extraordinarily successful app launch in Mexico and hear Tom speak to the themes of:
- Addressing customer needs and regulation compliance
- Importance of aligning diverse landscapes
- Voice & data: the cornerstones to success
- Commercial benefits: customer centricity from design to delivery
- How to navigate a cultural shift towards customer centricity
by ForgetWP®