Customer experience immersion was the topic of a keynote David McQuillen, VP of customer experience and "Voice of the Customer" for Credit Suisse in Zurich, Switzerland, gave at a recent conference on catalog and Internet marketing.
It is his job to help senior executives at the traditional and proud financial services giant see how customers actually interact with the bank's staff, forms, Web site, or help desk to better understand the brand experience.
As McQuillen tells it, it is not easy ...