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In the financial industries, relationship managers and insurance agents are sometimes the only contact a customer has with your institution. So why aren’t they regarded as a more important part of the customer experience (CX)?

Understanding how sales affects CX should be as much a part of your CX strategy as marketing and customer service. Failing to do so creates an experience gap: a gap between the experiences you think you are providing and the experiences customers actually receive when they encounter sales or any other teams. And it’s creating unhappy customers.

Watch a keynote presentation from Ben Nottle, Head of Industry and Solutions for SAP Customer Experience, where he shares insights and practical solutions for how financial institutions can improve CX by making sales an integral part of your end-to-end CX strategy.