In this episode of Customer Engagement – Examples of Excellence it was a delight to welcome Bill Kalyan, VP Business Services at Deutsche Bank.

Bill began by sharing his extensive and diverse journey in customer service with leading retail and financial services organisations and how that has been so instrumental in his approach to his current role with Deutsche Bank.

He took us through the evolution of customer service and contact centres, the changes he has seen, especially the growth of technology and the ever-changing customer expectations.

Bill emphasised that while his experiences have been with very different organisations, the fundamentals of delivering great customer experience remain the same and the human element focusing on empathy and understanding continues to be the key to success.

He concluded by saying that AI has a role to play in supporting advisors and customers but that it was vital not to get caught up in the hype and realise that it’s not a magic bullet for customer service.