Advanced Search

Save Or Share This Report

For Customer Experience Professionals

Conversations With Chief Customer Officers: KeyBank's Trina Evans

June 3, 2011

Primary author headshot

Authors

Why Read This Report

Trina Evans was appointed as KeyBank's executive vice president (EVP) and director of client experience in April 2010. Forrester interviewed Trina as part of an ongoing series to understand the role of a new type of executive who manages customer experience at the enterprise level, a position most often called the "chief customer officer." At the time of our interview, Trina oversaw a centralized customer experience team whose role is to champion the client across the enterprise and across channels. As part of KeyBank's executive council, Trina was a peer of regional presidents and other business-line heads, which let her shape activities, influence priorities, and weave customer imperatives into strategic and operational plans. Subsequent to this interview, KeyBank promoted Trina to corporate center executive, a direct report to the CEO.

Get Access

Already a Client?

Log in to read this document.

Become a Forrester Client

Timely and relevant, Forrester's RoleView research aligns to 13 leadership roles across business and technology management. Our expertise in customer experience, mobile, digital business, and big data will help your teams win in the age of the customer. Contact us to learn more.

Purchase Report

This report is available for individual purchase ($499 USD).

Purchase

Also in Collection: Conversations With Chief Customer Officers

Table of Contents

  • A Profile Of KeyBank's Chief Customer Officer
  • Motivation For Appointing A CCO
  • Key Activities
  • RECOMMENDATIONS

  • Create A Foundation For A CCO
  • Related Research Documents

Recommended Research