Integrating qualitative and quantitative research to transform CX operations
Catch up with All Access: CX in Financial Services 2024 to find out how Standard Chartered Bank is using customer behavior insights for strategic decision-making
With a global mandate overseeing product and service design, digital content, and client research, Katja Forbes is at the forefront of fostering an innovation-driven, people-oriented culture within the financial sector.
In this session from All Access: CX in Financial Services 2024, the executive director and head of client experience, insights and development for Standard Chartered Bank and one of CX Network's Top 20 leaders in financial services, shares her expert insights on how to leverage client behaviors for strategic decision-making in the digital age.
Katja talks about the importance of fostering a culture of innovation and continuous learning to drive business growth and client satisfaction and how she has combined qualitative and quantitative research to translate client behaviors into actionable business strategies.
