Across
- 4. This part of the iFlow ensures we make our customers feel warm and open of calling DCFP.
- 7. The only boss who pays everyone's salary and who decides whether a business is going to succeed or fail.
- 8. It refers to the experience that impacts customer's loyalty and retention.
- 9. It refers to the effectiveness of the experiences we provide to our customers.
- 10. It refers to the customer's every banking touchpoint from start to finish.
Down
- 1. It refers to the feelings and thoughts that the customer associate with every DCFP interaction.
- 2. This part of the iFlow determines the reason of the call and resolves it.
- 3. It is structured accordingly with our LMOS SWI making every call glow.
- 5. this part of the iFlow aims FCR by doing a recap and showing our empathy again to the customer.
- 6. It is the ability to step into the shoes of another person, aiming to understand their feelings and perspectives, and to use that understanding to guide our actions.
- 9. It refers to an experience that go beyond the transaction and touch our customers on an emotional level.