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20:20 Customer Experience Summit infographic

20:20 Customer Experience Summit infographic

Watch our conference infographic full of challenges and opportunities for customer experience professionals!

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How Lloyds halved their complaints

How Lloyds halved their complaints

Martin Dodd, Customer Services Director at Lloyds Banking Group explains why complaints are important to them and how they went about halving their number of complaints in the last three years.

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The importance of trusting your customers

The importance of trusting your customers

Mark Mullen, Chief Executive of first direct, explains why rational, reasonable and well thought through design decisions can still mean the overall customer experience is lost.

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Memorable customer experiences: Peter Deane

Memorable customer experiences: Peter Deane

Peter Deane, Customer Experience & SDMC Divisional Lead at RBS, tells us about his most memorable customer experience and why he remembers it.

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Memorable customer experiences: Sean Risebrow

Memorable customer experiences: Sean Risebrow

Sean Risebrow, Customer Experience Director at Virgin Media, discusses his most memorable customer experience and what was so good about it.

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Memorable customer experiences: Mark Mullen

Memorable customer experiences: Mark Mullen

Mark Mullen, Chief Executive at first direct, recalls a recent customer experience and why the blindingly obvious is an idea only understood by customers.

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Case Study: RBS' proactive approach to the digital CX

Case Study: RBS' proactive approach to the digital CX

Chris Popple, MD, Digital Banking, at Royal Bank of Scotland discusses how the bank have taken a proactive approach to customer experience design, leveraging the power of digital techonlogies to deliver convenience and great service to their customers

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Memorable customer experiences: Nigel Doust

Memorable customer experiences: Nigel Doust

Nigel Doust, Chief Executive of Blackbay, discusses a modern and memorable high street experience

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