How accessibility drives CX personalization
Why RBS International places transparency and communication at the heart of its personalization initiatives
Gaining the trust of customers and ensuring they retain the feeling of control when liaising with organizations can be considered basic CX principles – especially when financial organizations pursue personalization initiatives.
In this session from CXN Live: CX Financial Services 2022, RBS International digital experience lead Heather Hearn-Poole looked at how to overcome internal and external barriers to personalization, and explored solutions to communication accessibility issues such as reading age, visual presentation and conversational copy.
Hearn-Poole also highlighted the importance of transparency and communication, both internally and externally at financial organizations, and offered her insights on how to pace personalization initiatives.
