APAC CIOOutlook

Advertise

with us

  • Technologies
      • Artificial Intelligence
      • Big Data
      • Blockchain
      • Cloud
      • Digital Transformation
      • Internet of Things
      • Low Code No Code
      • MarTech
      • Mobile Application
      • Security
      • Software Testing
      • Wireless
  • Industries
      • E-Commerce
      • Education
      • Logistics
      • Retail
      • Supply Chain
      • Travel and Hospitality
  • Platforms
      • Microsoft
      • Salesforce
      • SAP
  • Solutions
      • Business Intelligence
      • Cognitive
      • Contact Center
      • CRM
      • Cyber Security
      • Data Center
      • Gamification
      • Procurement
      • Smart City
      • Workflow
  • Home
  • CXO Insights
  • CIO Views
  • Vendors
  • News
  • Conferences
  • Whitepapers
  • Newsletter
  • CXO Awards
Apac
  • Artificial Intelligence

    Big Data

    Blockchain

    Cloud

    Digital Transformation

    Internet of Things

    Low Code No Code

    MarTech

    Mobile Application

    Security

    Software Testing

    Wireless

  • E-Commerce

    Education

    Logistics

    Retail

    Supply Chain

    Travel and Hospitality

  • Microsoft

    Salesforce

    SAP

  • Business Intelligence

    Cognitive

    Contact Center

    CRM

    Cyber Security

    Data Center

    Gamification

    Procurement

    Smart City

    Workflow

Menu
    • CEM
    • Cyber Security
    • Hotel Management
    • Workflow
    • E-Commerce
    • Business Intelligence
    • MORE
    #

    Apac CIOOutlook Weekly Brief

    ×

    Be first to read the latest tech news, Industry Leader's Insights, and CIO interviews of medium and large enterprises exclusively from Apac CIOOutlook

    Subscribe

    loading

    THANK YOU FOR SUBSCRIBING

    • Home
    Editor's Pick (1 - 4 of 8)
    left
    Natural Language Processing and the Future of Customer Service

    Eugene Willard, CIO, Lasership, Inc.

    Being Your Best Reference Account: 4 Questions Every CIO Should Ask

    Alvina Antar, CIO, Zuora

    CIO Strategy: To Improve Employee Engagement, Buy Cupcakes

    Manik Narayan Saha, CIO - Asia Pacific and Japan, SAP [NYSE: SAP]

    Customer Experience: Today's Differentiator

    Elvis Cernjul, CIO & VP of Operations, Miche

    Customer's Experience versus Company's Experience

    Scott Anderson, VP, Operations & CIO, PharmaCentra

    Meeting the Changing Needs of Customers

    Joseph Santamaria, CIO, PSEG [NYSE: PEG]

    FizTrade: A Customer Experience Management Case Study

    Tom Grounds, CIO, Dillon Gage Metals

    From Spam to Spotlight: Winning with Yahoo and Google\'s Deliverability

    Kim Peretti, Chief Customer Officer at Klaviyo

    right

    Reshaping Customer Management

    Christopher Higgins, CIO, Technology Delivery & Infrastructure Services, U.S. Bank [NYSE: USB]

    Tweet
    content-image

    Christopher Higgins, CIO, Technology Delivery & Infrastructure Services, U.S. Bank [NYSE: USB]

    As Chief Information Officer of Technology and Operations Services at U.S. Bank, you might expect me to care most about technology and operations business processes for the successful delivery of technology. While these are certainly critical elements, I believe these are not the most important. I have come to strongly believe everything needs to start with a defined customer and employee experience. Each interaction a customer has with a company presents an opportunity for a good, fair or bad experience. The customer experience and employee support of that experience needs to be the starting point for successful business engagements which are enabled, not driven by, technology and data. Technology and processes matter, but people matter more.

    This is where customer centric engineering comes in. Listening to customers’ needs and understanding what will make their experience better enhances the overall customer experience. It’s about understanding and solving their pain points, being responsive and making improvements. Customers today have elevated knowledge around technology. With that comes an elevated demand. People know more and expect more. Addressing customer’s unique needs and providing solutions that are best in the industry brings inherent value to our organization. This is increasingly important in the digital economy where the pace of change continues to accelerate. We need to ensure we are bringing our customers along on the journey.

    Technology can provide many capabilities, but comfort is often not among them. At U.S. Bank, we use customer and employee feedback to continuously improve the way we deliver our technology.

    Technology and processes matter, but people matter more

    Customers and employees want to feel comfortable and have their needs met simply and without complications. Here are a few examples of what we are doing at U.S. Bank to listen to feedback from our customers and employees, aiming to have our technology help them feel more comfortable.

    We are building a new interface for our tellers to use when engaging with our customers. We solicited feedback from more than 500 tellers and bankers during the design of the project, and we learned what we thought would be very helpful to them was not. Their feedback helped us realize a key feature we overlooked that ended up being essential to the interface functionality. The additional software development we added to the project to build the key feature is well worth the additional time and investment because we know we are building the right solution that will enable them to do their jobs more efficiently.

    Another example comes from our annual employee engagement survey that helps us understand what we’re doing well and what we can do better. The improvements we make are directly based on employee feedback and help us grow as a company. Through this survey, we heard repeatedly from employees that the current email and calendar solution was not the best tool for them to work most collaboratively and efficiently. Based on that, we invested in delivering the web-based tool for email and calendar to all employees. In January of this year, we started migrating select employees to web app, sought feedback on their user experience, and heard from employees who heavily depend on email and calendar that they needed more functionality. As a result of that feedback, we made the decision to include the more robust desktop client in our implementation to ensure employees had the right email and calendar functionality for their jobs.

    We are also learning how to make the workspaces for our employees more comfortable and collaborative for the type of work they do, and actively applying what we have learned to some of our real estate projects. In San Francisco, we have a new collaborative workspace that reflects our core values and reinforces our key theme of one U.S. Bank. The workspace includes huddle rooms for employees to discuss, engage and work collaboratively across teams and toward a common objective. As part of this collaborative workspace, our customer experience lab provides space to bring in customers to observe how they use our digital capabilities and have them give immediate, direct feedback.

    Whether responding to employee feedback to deliver the best technology tools or listening to customers to understanding their unique needs, customer centric engineering is critical to the success of our organization. Technology and processes do matter, but people matter more.

    tag

    Customer Experience

    Employee Engagement

    Weekly Brief

    loading
    Top 10 CEM Solution Companies - 2020
    ON THE DECK

    CEM 2020

    I agree We use cookies on this website to enhance your user experience. By clicking any link on this page you are giving your consent for us to set cookies. More info

    Copyright © 2025 APAC CIOOutlook. All rights reserved. Registration on or use of this site constitutes acceptance of our Terms of Use and Privacy and Anti Spam Policy 

    Home |  CXO Insights |   Whitepapers |   Subscribe |   Conferences |   Sitemaps |   About us |   Advertise with us |   Editorial Policy |   Feedback Policy |  

    follow on linkedinfollow on twitter follow on rss
    This content is copyright protected

    However, if you would like to share the information in this article, you may use the link below:

    https://customer-experience-management.apacciooutlook.com/ciospeaks/reshaping-customer-management-nwid-4197.html