More than 80 per cent customer satisfaction scores and 90,000 call deflections are just some of the metrics giving National Australia Bank’s Reveka Katakis confidence in the company’s evolving digital and social customer service approach.
Facial recognition, social listening, audio analytics and biometrics scanning are just some of the ways emotion analytics is entering the mainstream.
Prior to his role as CMO at NAB, he worked for three years with McDonald’s.
The days of quick customer experience wins through digital and mobile innovation are gone and organisations must tackle the more complex task of overhauling their culture in order to find sustainable improvement.
National Australia Bank is working to deliver personalisation in the moment, rather than after the fact, in order to create great customer experiences, its general manager of consumer marketing and customer strategy says.