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Key Takeaways
Customers appreciate being acknowledged as individuals, rather than simply being grouped into categories or personas.
Even in businesses that handle large volumes of customers, personalisation plays a pivotal role in the customer experience.
Fostering customer relationships during financial downturns is vital for securing long-term loyalty.
Frontline employees at customer contact centres possess crucial insights that can enhance the overall customer experience.
Key Statistics
Lisa Iyer boasts over 20 years of experience in client management and strategic leadership within the financial services sector.
She is also a distinguished alumna of Chief, an organisation dedicated to strengthening the leadership skills of women executives.
Key Discussion Points
The significance of personalisation in customer experiences and the importance of treating customers as individuals.
The role of networking and forging connections through platfor...
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