Podcast ¦ CX Passport: The one with the (CX) Pet Shop Boys – Scott Lee Holloway, VOC Manager APS Bank (Malta) E167

Access the full podcast series here Summary This podcast episode features an interview with Scott Lee Holloway, the Voice of the Customer Manager at APS bank in Malta. Scott discusses his journey into customer experience and the importance of delivering superior experiences. He emphasizes that poor customer experience is expensive and explains how improving CX can lead to cost savings and customer loyalty. Scott also shares his insights on balancing customer complaint resolution with the need for process improvement and highlights the value of complaints as a source of valuable insights for the organization. Key Points Poor customer experience is expensive but improving CX can lead to cost savings and customer loyalty. Scott believes in removing unnecessary bureaucracy and making processes seamless to achieve superior experiences. Customer complaints are seen as an opportunity to put things right and gather valuable insights for improvement. Scott emphasizes the importa...

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