EastWest Bank’s Head of Customer Experience, Warren Ilustre, shares valuable insights on balancing AI and human interaction during his panel discussion at the CX Live Show Asia 2024. EASTWEST Bank recently demonstrated its world-class thought-leadership in customer experience (CX) and digital transformation during the prestigious Customer Experience Live Show Asia 2024, held on August 6 and 7 at the Concorde Hotel in Singapore. The event, which brought together over 200 senior industry experts from across various sectors, provided a platform for EastWest Bank to showcase its innovative approach to enhancing customer experience through cutting-edge digital solutions. EastWest Bank at the Forefrontof CX Innovation Warren Ilustre, Head of Customer Experience at EastWest Bank, represented the bank as a panel speaker at the forum. In his expansive and insightful presentation, Warren discussed the delicate balance between utilizing AI and chatbots while maintaining the essential human interaction in customer service. He emphasized the importance of collecting and incorporating customer feedback to continuously improve services, highlighting EastWest Bank’s Net Promoter Score (NPS) capture and the close-loop process that integrates customer feedback into internal business strategies. “At the end of the day, our goal at EastWest Bank is to ensure that every customer interaction […]
K&X Design and Investment Technology, LLC
Invest The Invisible Impact
K&X Design and Investment Technology, LLC
Invest The Invisible Impact
