Hottest information about 8th Annual Customer Experience Management in Banking Summit
27 FEBRUARY 2019
JAKOB AARUP PETERSEN
Global Head of Process Excellence
3 Questions For Jakub Aarup Petersen
What are the effective tools and software to be used for companies to maximize customer satisfaction when it comes to responding and communication?
I think we need to use automation solution more effectively towards the customer – and not only in the back office distribution.
How to use the constant innovative technologies to facilitate the customer journey and improve customer journey?
I think it is a key for higher customer experience focus on the processes – based on the customer journey and process analysis the company need to find the right tool to automate and improve e.g. chat-bots.
How are mobile customers challenging banks to innovate quickly?
It is all about the platform and not products. Competition with start-ups require fast innovation processes where agile development approach can be helpful.
Jakob worked in the banking industry his whole career focusing around the pension and investment part of the financial advice. He has financial background in finance & economics and 16 years of experience from the banking industry. Jacob has been working in the frontline, back office in the pension / investment area, which brought him to development of customer journeys and internal processes.