January 23, 2024
| Free CX Network Webinar Series
Head of Banco Bradesco's Customer Excellence Center, Alexsandra Reis leads the Customer Centricity, Research and Customer Committee teams. Alexsandra has solid experience in the financial market, working in the field for over 20 years. She has worked for several multinationals – including HSBC, where she was Head of Latin America in the area of Strategic Information and Market Research. In her current role at Banco Bradesco, she has overseen the creation and implementation of a program focused on the 'Voice of the Client' – which involves the entire Organization and is considered essential for strategic decision-making by the executive management
Day One
11:30 AM From feedback to action: Using predictive NPS to scale the customer experience
Voice of the customer (VOC) feedback is an invaluable tool for CX professionals seeking to uncover customer sentiment, and Net Promoter Score (NPS) is one of the most popular VOC metrics, being used by around two-thirds of the Fortune 1000. Turning that feedback into actionable insights, however, can be challenging.
Beginning its CX journey in 2020, Bradesco Bank now has NPS System fully implemented across its four thousand branches. With this data and via a process of vigorous test and learn, the Brazilian bank now predicts customer sentiment and behaviour using operational variables. Bradesco uses this information to predict and increase customer relationship, turning detractors into promoters by pro-actively addressing customer needs.
This strategy has been highly successful, with Bradesco’s investment business seeing improved relationships with promoters resulting in a sixteen-fold increase in amount from investments.
We are joined by Alexsandra Reis, Head of Customer Centricity, and Eric Pinatti, Senior CX Manager at Bradesco Bank as they share how Bradesco uses predictive NPS to nurture relationships with customers, save money on surveys and improve decision-making processes.
Attendees will learn:
- How Bradesco moved beyond surveys with predictive CX to turn detractors into promoters.
- The challenges involved in predictive modelling based on VOC feedback.
- The benefits of Bradesco’s predictive NPS strategy (with examples): increased revenues, reduced costs and improved customer relationships.
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