Call centres

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The branch is still part of the customer experience

/Call centres

The branch is still part of the customer experience

Theresa McLaughlin, EVP and CMO of Citizens Bank, sees the branch remaining a part of the overall bank offering for some time to come.

Have banks lost 'that loving feeling'?

/Call centres

Have banks lost 'that loving feeling'?

Linda Verba, head of retail banking at TD Bank (and considered to be a guru of bank customer service in the US) discusses a 'return to civility' for bank call centres and customer service.

Call centres, self-service and smart phones

/Call centres

Call centres, self-service and smart phones

Andrew Small, global head of customer relationship management, BT Global Services, discusses their new consumer survey, which reveals some surprising statistics about the behaviour of smart phone users.

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