Design and delivery of amazing customer experiences – Alena Jang Croucher

Alena Jang Croucher, Head of Customer Experience, HSBC


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Alena goes through the “how to” process of customer experience from Data and insight to delivery touching on the omnichannels:

  • Driving amazing customer experiences and how to unlock this for organisations
  • How to connect data and insights and embed into CX delivery across channels, customer touchpoints and moments of truth
  • How to connect employee experience and customer experience improvements and interdependencies across an organisation
  • The journey towards omnichannel and personalisation for the customers
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