First Direct Case Study: Digital engagement with the customers at heart

First Direct has been consistently voted the No.1 company in the UK for delivering high quality customer service. What has been their secret ingredient?

In this case study, Allison Jaap, Customer Director at First Direct, shared her leading insights into First Direct's core, fundamental approach and strategies in achieving this and how they are balancing digital service with a deep human touch.

Keeping customers at the heart, understanding and innovating to drive an approach that meets their needs is a game-changing approach, shown by First Direct. 

During this exclusive presentation Allison delivers leading insights on the importance of:

• Driving a genuine customer focus while balancing business and customer requirements
• Approaching digital service with human at heart: Start with customer needs
• Sharing examples on driving continuous improvement for key processes to improve customer satisfaction
• How are we approaching measurement and KPIs differently: What does success look like at Fist Direct? 

Explore more from Allison Jaap as she shares this exciting First Direct case study below: