How does a banking group operating in multiple countries accelerate improvements in customer experience, particularly digital improvements, while still meeting the unique needs of individual countries? This was the challenge facing UniCredit, and the topic of my podcast with Francesco Vercesi, UniCredit's head of Agile, practice sharing and customer service. The answer, as his title implies, was to create a centralized Agile process, but with product owners in each country empowered to set their development priorities.
The Net Promoter System Podcast – Customer Experience Insights from Loyalty Leaders
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36
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3 years ago
Ep. 172: UniCredit's Francesco Vercesi | With Agile, Customer Experience Improvements Never End
UniCredit’s Francesco Vercesi explains how Agile team members develop a new identity, distinct from their functional roles and learn to embrace constant change.Similar podcasts
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