In this episode of the Shine on CX Show, we sit down with Estelle Martinson, Head of Client Experience at Standard Bank Offshore. Estelle shares how empathy-driven leadership can transform the client experience by fostering a supportive, innovative, and inclusive culture.
We discuss the unique challenges financial services face in delivering exceptional customer experiences across a global landscape, as well as the role of empathy in both leading teams and creating meaningful client connections. Estelle also provides insights into balancing the human touch with technology to ensure consistency and personalisation for clients worldwide.
Whether you’re interested in CX, financial services, or leadership, this episode offers valuable perspectives on cultivating a truly client-focused approach.
#ShineonCX #JCXAlliance #CutomerExperience FOLLOW ESTELLE
https://www.linkedin.com/company/standardbank-offshore/
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FOLLOW CLAIRE https://claireboscq.com/podcast-shine-on-cx-show/
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