In partnership with Delvinia (creators of the leading market research panel AskingCanadians), Phase 5 Partner Michael Dolenko shared key findings from the first ever “State of the Canadian Small Business Banking Experience” survey. This proprietary study identified and measured the critical factors that drive loyalty by surveying small business owners about their perceptions of their bank with respect to innovation, UX, CX and customer centricity.
In the July 21st, 2020 webinar, these timely insights served as backdrop for discussion of how banks need to re-imagine and redesign the small business client experience in order to meet changing needs post-pandemic. The speakers also showed how using CRIS by Delvinia (an AI-enabled virtual moderator) enabled them to enrich the insights without incurring a lengthy and costly qualitative phase.
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