Scotiabank is one of the largest Canadian multinational banks, serving more than 23 million customers in over 55 countries around the world. It offers a range of products and services for its personal, business, corporate, institutional and government customers.

Today’s customers expect personalized, relevant advice and solutions. The key to delivering this is to create a conversation that builds trust, whether it is a phone interaction, chat-assisted support, email or any other agent-assisted channel. Traditional scripting does not create a genuine conversation, thereby limiting the ability to create trust. This webinar features Shannon Burch, Director of Customer Solutions with Scotiabank. She will provide insights into how Scotiabank created a customer conversation flow with specific elements to deliver consistency and provide flexibility to build relationships and discover needs. She will share their customer conversation framework, and how this framework has increased customer loyalty and revenue for Scotiabank.Scotiabank is one of the largest Canadian multinational banks, serving more than 23 million customers in over 55 countries around the world. It offers a range of products and services for its personal, business, corporate, institutional and government customers.

Today’s customers expect personalized, relevant advice and solutions. The key to delivering this is to create a conversation that builds trust, whether it is a phone interaction, chat-assisted support, email or any other agent-assisted channel. Traditional scripting does not create a genuine conversation, thereby limiting the ability to create trust. This webinar features Shannon Burch, Director of Customer Solutions with Scotiabank. She will provide insights into how Scotiabank created a customer conversation flow with specific elements to deliver consistency and provide flexibility to build relationships and discover needs. She will share their customer conversation framework, and how this framework has increased customer loyalty and revenue for Scotiabank.