Why Revolut specialized its CX agents
Fintech turned to voice of the customer research to improve CX and implement a specialization program
12/22/2022
To keep track of its voice of the customer (VoC) research and enhance customer experience, UK-based fintech and banking organization Revolut implemented an agent-specialization program.
Valeriia Chechotkina, CX lead at Revolut, walked attendees to CXN Live: CX Financial Services 2022 through the program’s steps, explaining what Revolut’s CX department learnt along the way.
During this session, Chechotkina spoke on how specializing agents can benefit customers and employees and offered her advice on implementing specialization.
