Left photo: Customer Experience Offsite.
Right photo (left to right): Kyle Delmar (VoC Officer), Daphne Magri Elbourne (VoC Officer), Scott Lee Holloway (VoC Manager), and Owen Micallef (VoC Support)
APS Bank plc Senior Management recently convened at The Phoenicia Hotel for a seminar which placed the spotlight on Customer Experience (CX). Organised by the Bank’s Voice of the Customer (VoC) Unit, the event featured a lineup of inhouse and distinguished guest CX experts who shared insights on various topics ranging from understanding the Bank’s existing CX practices, CX fundamentals and activation, and the future of CX. The Bank’s CX strategy was evaluated and effective means of supporting the Bank’s ‘vulnerable customers’ discussed. Interactive sessions engaged participants, and the offsite closed with the Bank’s future steps to enhance customer experience.
In celebration of CX Day, commemorated on 3 October to highlight the importance of creating positive and meaningful experiences for customers across various industries, the VoC Unit visited the APS Bank branch network in order to help foster closer connections with customers and colleagues and gather additional invaluable feedback on their experiences.
Scott Lee Holloway, the Voice of the Customer Manager at APS Bank, stated, “Our core belief is ‘customer-first’, as reflected in our mission. As a Unit we maintain a unique, customer-focused perspective that we permeate into the Bank’s operations. Sharing our work during the CX Offsite and engaging with customers and colleagues on CX Day has provided us with deeper insights to enhance our customers’ banking experience and ensure they consistently have a positive journey with us.”
