For Customer Experience Professionals

Case Study: How Credit Suisse Made Customer Experience Matter

    Why Read This Report

    In 2004, Credit Suisse was struggling with poor customer satisfaction results and a lack of clear differentiation from its competitors. Enter a fledgling customer experience group started by three committed and passionate customer experience believers who, using a series of innovative and practical tactics, produced millions of dollars worth of cost savings, increased branch ATM usage, won multiple awards, and — most important of all — helped change the way that Credit Suisse thought about customer experience design.
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    TABLE OF CONTENTS

    • Situation: Credit Suisse Neglected Effective Experience Design
    • The Fledgling Customer Experience Team Had A Clear Vision For The Future
    • Results: Credit Suisse Has Achieved Outstanding Returns
    • RECOMMENDATIONS

      How To Apply Credit Suisse's Best Practices
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