Preview Mode Links will not work in preview mode

The Net Promoter System Podcast – Customer Experience Insights from Loyalty Leaders

Loyal customers spend more, stay longer and tell their friends about their experiences. In the Net Promoter System Podcast, Bain & Company's Rob Markey talks to business leaders who are using the management system to create experiences that keep customers coming back.

Feb 13, 2020

How does a banking group operating in multiple countries accelerate improvements in customer experience, particularly digital improvements, while still meeting the unique needs of individual countries? This was the challenge facing UniCredit, and the topic of my podcast with Francesco Vercesi, UniCredit's head of Agile, practice sharing and customer service. The answer, as his title implies, was to create a centralized Agile process, but with product owners in each country empowered to set their development priorities.