How Virginie Nowak blended employee and customer experiences at Access Bank

V. Nowak, Group Chief Customer Experience Officer at Access Bank PLC, had an interesting problem to solve: How do you maintain and improve customer experience at a bank with multiple touchpoints and employee turnover in an emerging market? Access Bank is a Nigerian multinational commercial bank that started in corporate banking before expanding into personal and business banking in 2012. The company, which has...

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