Uplifting Eastern Bank: Human Centred Transformation with Rich Dorfman

Ee delve into the realm of customer experience with Rich Dorfman, a seasoned CX professional from Eastern Bank. Discover the strategies and principles that drive successful customer experience in the banking industry. Learn how Eastern Bank leverages customer feedback and employee engagement to enhance its service and build a sustainable, profitable organization.Key Highlights:Rich Dorfman's journey and role in transforming customer experience at Eastern Bank.The evolution of customer expectations in the banking sector.Strategies for aligning CX with corporate objectives.The crucial link between employee satisfaction and customer happiness.Rich Dorfman's perspective on the future of customer experience.Featured Quotes:“Doing the right thing is essential for a sustainable, profitable organization.”“Happy employees are the key to happy customers.”“Customer expectations are a moving target, and staying ahead requires constant evolution.”Connect with Rich Dorfman:LinkedIn: https://www.linkedin.com/in/richdorfman/Subscribe and Follow: Don’t miss out on future episodes! Subscribe to the CX Goalkeeper Podcast on [your podcast platform link] and follow us on social media for the latest updates and expert insights into the world of customer experience.Hashtags: #CXGoalkeeperPodcast #CustomerExperience #BankingCX #Leadership #DigitalTransformation #RichDorfman #BusinessStrategy #EmployeeEngagement #CXInsights

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Business & Digital Transformation, Leadership, Innovation and Customer Experience. It's not about B2B or B2C business - we are in a HUMAN to HUMAN environment. Don't waste your time looking for latest insights, best practices, methods, ... I bring them to you. I personally select the best thought leaders, experts, specialists and friends to give you, episode after episode, everything you need to smartly play in your job and in your life. More information: www.cxgoalkeeper.com/podcast About Gregorio Uglioni - Transforming Business Into Value Generating Engines - Creating Long-Lasting Impact Leveraging Customer Experience - Host Of The Globally Recognized CX Goalkeeper Podcast “Customer Experience Goals” - Speaker at global events & at podcasts - Judge at International Awards - CX Lecturer for several institutions customer experience, experience, customer service, service, transformation, cx transformation, agility, best practices, customer, acquisition, retention, cost to serve, best in class service, best in class experience, thought leader, transformation manager, cx manager, senior management, cx strategy, voice of the customer, voice of the employee, growth, purpose, improve business results, award-winning strategy, cx community, leadership, improvements, cx governance, experience design, customer journey, ACXS, CCXP, CXPA, employee experience, innovation, cx culture, cx design, cx architecture, service culture, people first, human being, purpose