49 min
How to Build Your Customer Experience from Scratch Within a Fast-Growing Organization The Chief Customer Officer Human Duct Tape Show
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- Management
How does your organization keep its "special sauce" as it grows? This is the challenge that Daniel Brousseau, senior vice president and head of client experience at City National Bank, experienced while leading the bank's new CX transformation.
In this episode, Daniel shares that City National was acquired by a bigger bank and was therefore expected to grow. He was stepping into a role that hadn't previously existed, but also into a company that was extremely client-focused and supportive of improving the customer journey.
How does your organization keep its "special sauce" as it grows? This is the challenge that Daniel Brousseau, senior vice president and head of client experience at City National Bank, experienced while leading the bank's new CX transformation.
In this episode, Daniel shares that City National was acquired by a bigger bank and was therefore expected to grow. He was stepping into a role that hadn't previously existed, but also into a company that was extremely client-focused and supportive of improving the customer journey.
49 min