The slide explores challenges and improvement steps related to customer experience in GBS centers. It identifies major pain points like long response times and lack of self-service, and details actions being taken, such as surveys, aligning service levels, and increased visibility.

The slide highlights key drivers of growth within contact centers, emphasizing customer experience and service improvement. It compares data from different years and includes insights into how companies prioritize different growth factors, such as customer expectations, business growth, and service improvement.

The slide discusses the anticipated significance of customer feedback in business decision-making. It presents survey data indicating how companies plan to incorporate customer feedback into their core processes, highlighting the percentage of respondents who view feedback as crucial for future business decisions.

The slide outlines the most effective ways for contact centers to capture customer feedback. It includes survey data showing the prevalence of different methods such as customer surveys, call/contact monitoring, social media listening, and employee focus groups, presented with corresponding icons and column charts.

The slide presents findings on how subscriptions can enhance customer loyalty and spending. It shows that a significant portion of French customers reduced their use of substitutes and increased their spending after subscribing, indicating the effectiveness of subscription models.

This slide focuses on strategic priorities for boosting customer loyalty through product offerings and technology, comparing with global data.

Addressing customer engagement, this slide provides key metrics on satisfaction, loyalty, and digital engagement, illustrating the bank's strong customer relationships. It highlights the high retention and recommendation rates, showcasing the bank's focus on maintaining high customer satisfaction and loyalty levels.

This slide focuses on how contact center organizations prioritize cost, revenue, and customer satisfaction. It compares survey data across different years to show trends and shifts in importance placed on each factor by respondents. The chart illustrates the varying emphasis on customer experience, revenue growth, and cost management.

Discusses the importance of customer value delivery and collaboration in different phases of business transformation. It is ideal for detailed strategic planning and implementation discussions focusing on enhancing customer engagement and collaboration throughout transformation phases.

It highlights the trend of increased reliance on Cyber Monday over Black Friday for shopping discounts among different age groups.

Highlights the positive contributions of cyber initiatives, such as improved brand reputation and revenue, supported by survey data and commentary on trust and performance.

Discusses the importance of cyber in digital transformation initiatives, with data on how various maturity groups view its significance, focusing on areas like AI and IoT.

Discusses the response to cyber fraud in treasury departments, highlighting regional differences and common preventive measures.

Outlines five key focus areas for the future of cyber, emphasizing leadership, scenario planning, and the role of AI in cyber strategies, supported by survey data.

Discusses how highly mature organizations leverage cyber efforts to bolster business, generating confidence and efficiency, with statistics on cyber impact on initiatives.

The slide discusses the positive contributions of cyber initiatives, such as improved brand reputation and operational stability, with survey data supporting these benefits.

The slide explains how different levels of cyber maturity affect business outcomes, with examples of cyber planning strategies and activities from high-maturity organizations.

Explains the importance of cyber maturity, defining it through robust planning, key activities, and board engagement, with a focus on different maturity levels.

Explores the extent to which organizations have implemented cyber planning actions, detailing various aspects like incident-response plans and strategic planning.

It highlights the growing threat of cyber risk to Treasury functions, with statistics on how often organizations face payment fraud attempts and how they manage it.

This slide explains the impact of breaches on cyber risk takers, highlighting that higher budgets don't necessarily lead to better cyber resilience and outlining key business outcomes.

This slide highlights the lower breach rates of cyber champions compared to other groups and their ability to protect against significant data loss.

This slide shows the geographical and industry representation of cyber champions, emphasizing the diversity and spread across different sectors.

This slide presents a cost analysis, showing a potential 65% reduction in cyber crime costs if cyber risk takers improved their performance to match cyber champions.

Discusses the maturity levels of cyber risk management and outlines the four key practices adopted by high-maturity organizations to manage cybersecurity and data privacy risks.

The slide details how interconnected risks and digital business optimization are key in addressing cyber threats, with survey data on companies' transformation initiatives.

Analyzes strategies used by organizations to engage, retain, and develop cyber talent, highlighting the challenges and importance of having the right skills in place.

The slide highlights how cyber threats are prioritized at the board level, emphasizing the consequences of cyber incidents and their impact on business decisions and resources.

The slide discusses the increasing frequency and impact of cyberattacks, particularly targeting the USA. It presents data on significant cyberattacks globally and compares the economic losses from cyberattacks to other major disasters, emphasizing the substantial risks and costs associated with cybersecurity breaches.

This slide explains the role of CISOs in aligning cybersecurity with business strategies and the need for their involvement in executive decision-making.