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Redefining Customer Experience: A Bank's Insights on Breaking Silos

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Do you have separate, siloed customer engagement processes across individual subsidiaries or divisions? Is your ultimate goal to create one, common strategy across your organisation or group? Do you require actionable insights to improve the customer experience on every single voice interaction?

Discover vital tips from a leading organisation that has done all this and more.

As a financial institution, FNB provides personal, private, commercial, and corporate banking services to millions of customers across South Africa. FNB is the oldest bank in South Africa and is a subsidiary of FirstRand Bank Limited. Currently, the deployment stats of Interaction Analytics spans 36 business entities, and 4,500 advisors, analysing 20 million calls per year. Adrienne Bewsher, Business Solutions Manager - Speech Analytics & Quality Management, will take you through their ‘ConnectMe’ strategy, and how the organisation is evolving and modernising its customer engagement capability. Find out how to:

  • Leverage customer interaction data to uncover changes in consumer behaviour, sentiment, and demand for new products and services.
  • Provide actionable insights to stakeholders in order to improve the Customer Experience on voice interactions.
  • Collaborate with stakeholders to drive best practice and knowledge sharing.
  • How FNB worked with CX solutions provider Verint to achieve their goals.
Adrienne Bewsher

Adrienne Bewsher

ConnectMe, First National Bank Business Solutions Manager – Speech Analytics and Quality Management

Adrienne Bewsher is responsible for implementing and supporting Speech Analytics and Quality Management across the FirstRand Group, consisting of multiple operating franchises.

She has worked for First National Bank for 28 years, initially as a Java Developer, before joining First National Bank’s award-winning rewards programme, eBucks, as one of the founding members in 2000. She then gained experience across Business Analysis, Process Analysis, Operations Management, Relationship Management and Customer Experience for the next 17 years. Looking for a new challenge, she joined the FNB Contact Centre as Customer Experience Head in 2017. 

In 2020 she was part of the Implementation Team onboarding Verint Interaction Analytics and has since onboarded a total of 36 business entities onto the technology. Adrienne and her team are responsible for ongoing stakeholder engagement and the provision of actionable interaction insights to improve Customer Experience across all voice interactions.

Gerry Brown

Gerry Brown

Customer Lifeguard Chief Customer Officer
Gerry Brown, aka The Customer Lifeguard, is on a mission to save the world from bad customer service. He helps businesses save customers at risk of defecting and breathes life into their customer service operations and customer experience strategy. Gerry has provided organizational leadership on people development, business transformation, customer engagement and technology enablement for some of the largest companies in the UK, Canada, and EMEA. These include National Express, Nutricia, The Royal Albert Hall, Endsleigh Insurance, O2, Screwfix, Sage, Sky, Bell Canada and TELUS. He is a frequent speaker, chairperson, panellist and facilitator at conferences, webinars, company events and other business gatherings, where his many years of business and customer service experience provide stimulating, thought-provoking engagement and audience participation. He is also a published author and his new book When a Customer Wins, Nobody Loses is available on Amazon to help business leaders to create winning and memorable customer experiences.

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