FST Media has announced the winners of its recent Customer Experience Survey. The survey looked at the changing landscape of customer experience in retail banking, with the industry-wide research supported by marketing research and software solutions firm Pegasystems.

FST Media has announced the winners of its recent Customer Experience Survey. The survey looked at the changing landscape of customer experience in retail banking, with the industry-wide research supported by marketing research and software solutions firm Pegasystems.

As part of the survey, participants were asked to define who really drives the customer experience and consider how the balance of power is shifting between marketing and IT in the financial services sector by evaluating the significance of customer data and customer programs.  The survey also asked readers to identify key customer experience priorities, business drivers for improving overall customer experience such as creating loyalty and expanding into new markets, organisational maturity, challenges faced to meet customer needs, and the top three benefits to be gained from upgrading agent desktop applications.

The winners of our survey are:

• Australia and New Zealand: Keely O’Brien, the Senior Media Relations Manager for Westpac Australia
• Asia: Sachin Vinayak, Vice President of Customer Services at HSBC, India             

Each winner will receive their choice of a bottle of Grange or Parrot AR Drone (Elite Edition). All participants of the survey will receive a summary of the findings.