The next TP Talks webinar is coming soon and I want to let you know a little about our next guest so you can get involved. I’m going to be speaking with Shannon Burch, Director of Customer Solutions at Scotiabank and we will be focusing on how Scotiabank creates memorable conversations with their customers.
Scotiabank is one of the largest Canadian multinational banks, serving more than 23 million customers in over 55 countries around the world. It offers a range of products and services for its personal, business, corporate, institutional and government customers.
Today’s customers expect personalized, relevant advice and solutions. The key to delivering this is to create a conversation that builds trust, whether it is a phone interaction, chat-assisted support, email or any other agent-assisted channel. Traditional scripting does not create a genuine conversation, thereby limiting the ability to create trust.
Shannon will provide insights into how Scotiabank created a customer conversation flow with specific elements to deliver consistency and provide flexibility to build relationships and discover needs. She will share their customer conversation framework, and how this framework has increased customer loyalty and revenue for Scotiabank.
I believe this is an extremely important subject for anyone managing customer experience today – not just in financial services. Customers expect to have more interactions and more of a relationship with brands. They expect more of a natural conversation so the old scripted contact centers really are a thing of the past. New social channels have completely changed how customers speak to brands so I think we can all learn from Shannon’s experience of really managing this for a major corporation.
The webinar will be interactive so you can ask questions during the event. Please take a moment to register by clicking this link.
Title: TP Talks with Shannon Burch, Scotiabank
Date: Wednesday, November 15, 2017
Time: 02:00 PM Eastern Standard Time
Duration: 30 minutes
Photo by Steve Harris licensed under Creative Commons.