Executive Innovation: The Evolution of Customer Experience & Sales
About This Show
One Touch Brands brings you real executive conversations and topics about the evolution of customer service, sales and marketing with technology innovation and the change in consumer expectations. Host Carrie Chitsey Wells, talks with technology and industry experts, executives, innovators and entrepreneurs openly about the problems they encounter, the future of technology and how they are embracing the future of the mobile and digital worlds in their customer service and sales organization. We ask the questions you are thinking, the questions you are scared to ask and we make your brain hurt after!
Most Recent Episode
The Future of Video Chat & Consumer Banking Experience: Scotiabank
Carrie Chitsey Wells is joined by Shannon Burch of Scotiabank. They discuss the change in consumer behaviors and the desire for video chat. Shannon shares what other banking executives should be thinking in regards to the customer of "tomorrow". Should you market and segment by age?
Shannon and Carrie talk about how the banking contact centers now require a different level of training, process and environment as they have now before more "virtual tellers and bankers" vs. typical contact centers.
How does big data come into play in personalizing the relationship and helping give customers the financial advise they are looking to receive.
Shannon shares that mobile video chat allows customers what they want "convenience".