Stop Asking Your Customers to Call You, With Brian Kale

This week's episode is entirely focused on the Banking industry. Brian Kale, Director of Customer Success at Bank NOVO, defines customer success and discusses how banks should innovate their services. Valentina asks Brian about the evolution of customer success, and Adam leads a conversation on the security of personal data. Brian also addresses the fact that soon, customers can expect to talk to robots without even realising it.    Brian's LinkedIn: https://www.linkedin.com/in/briankale/ Bank NOVO: https://banknovo.com/   02:28 - Who is Brian Kale? I 06:18 - definition of Customer Success I 09:23 - Should every company has its own CX team? I 11:25 - the future of customer success I 17:17 - the risk of fraud & personal data security I 24:08 - customer expectations from a generational perspective I 32:00 - the CX transformation in the Banking industry I 34:06 - advice for future CX leaders

Om Podcasten

In our CX Insider studio, we initiate conversations with leading customer experience experts from various sectors. Our network consists of professionals striving to bring change to their company and industry. Starting our podcast with a humble audience, primarily consisting of colleagues from our office, we soon found the listeners who were eager to learn about delivering excellent customer experience. At our company ACF Technologies, disruptive innovation is the fundamental pillar of our mission. CX Insider carries a crucial role in expanding the community of creative thinkers beyond the now virtual walls of our office. We believe that we will spin the wheel of innovation by providing space to discuss novel concepts and continuously questioning the way things are done. If you are one of the thinkers and would like to become part of our community, follow us on LinkedIn and Instagram, and subscribe to our weekly episodes.