SGV Accounts Leader and EY Asia-Pacific FSO Risk Management Leader Vicky L. Salas moderated the panel discussion on "Customer Feedback and Continuous Improvement: Using Voice of the Customer (VoC) to Drive Innovation" at the Digital Banking Asia Summit Philippines 2024. The summit was held at the Manila Marriott Hotel on 13 March 2024.
Vicky (right) moderates panel discussion on customer feedback
Vicky moderated the panel discussion featuring ING Bank Senior Vice President - Head of Transformation Office; Office of the Chief Operating Officer Dan Ramirez, GoTyme Bank Chief Experience Officer Lionel Gacad, and Metrobank UX Strategy and Design Head Mica Diaz de Rivera.
The panel discussion focused on the pivotal role of customer feedback in shaping the direction of innovation in digital banking. The panelists touched upon the significance of VoC in understanding customer needs and preferences. They explored the potential of using this information to complement advancements in technology, create personalized customer experiences, and enhance banking services.
In addition to examining various methods and tools for gathering and analyzing VoC, the conversation delved into real-life examples of turning feedback into action to drive continuous improvement and innovation. It underscored that responsiveness to feedback not only fosters customer loyalty but also propels the industry forward in an increasingly digital age.
