APS Bank has launched the Customer Experience (CX) wall of commitments at its Head Office in Swatar. This initiative visibly demonstrates the Bank’s dedication to enhancing customer experience, reflecting the outcome of a series of CX workshops held across the organisation.
These workshops, spearheaded by the Voice of the Customer (VoC) team, engaged the entire workforce, not just colleagues in customer-facing roles. At the end of each workshop, participants formulated their own personal commitments to improving the customer experience. These commitments are now prominently displayed on the CX wall, serving as a constant reminder and source of inspiration for all who walk by.
Scott Lee Holloway, Senior Customer Experience Manager, stated, “The Customer Experience wall of commitments is a key element of APS Bank’s broader strategy to enhance customer experience. It ensures that every team member understands the crucial role they play in this ongoing journey. The wall’s prominent location guarantees that all members of the APS Family will see these commitments, reinforcing the importance of accountability and ownership in delivering exceptional customer experience. This initiative underscores our strategic priority of putting customers first in all aspects of our operations.”