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 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 6-7 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.
"At the end of the day, our goal at EastWest Bank is to ensure that every customer interaction is meaningful and adds value. By leveraging AI and chatbots, we can enhance efficiency. Still, we never lose sight of the personal, human touch that is most crucial in building lasting customer relationships," said Warren Ilustre, head of customer experience at EastWest Bank. Ilustre represented the bank as a panel speaker at the forum.
Warren discussed the delicate balance between utilizing AI and chatbots while maintaining 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 event, Ilustre had the privilege of moderating the Banking and Finance Deep Dive session, leading discussions on optimizing customer contact to drive industry growth. As the only Filipino moderator, Ilustre engaged with top executives from other institutions, facilitating a dynamic exchange on customer-centric innovation in financial services.
"Customer experience is at the heart of EastWest Bank's digital transformation strategy. Our participation in the CX Live Show Asia highlights our commitment to leading the industry in the Philippines and even worldwide in terms of innovative, customer-focused solutions that drive growth and satisfaction," Ilustre added.
Digital transformation: A key focus
EastWest Bank's involvement in the CX Live Show Asia 2024 further cements its position as a thought leader in digital transformation within the banking industry. The bank's strategic use of AI, customer feedback, and change management processes is central to its mission of delivering exceptional customer experiences. By continually evolving its digital strategy, EastWest Bank is setting new standards for customer engagement and satisfaction.
For more information about EastWest Bank's initiatives and services,
please visit EastWest Bank (https://www.eastwestbanker.com/).
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