“Customer experience is a key component of our strategy as we pride ourselves on being agile and adaptable to deliver great service to our customers through personalized engagement and seamless banking across all channels,” said Todd Jones, executive vice president of wholesale banking. “We are honored by this recognition from Greenwich Associates. Knowing that this distinction is based on client feedback is important as we continue to develop innovative solutions to help them meet their financial goals.”
In addition to the CX Leader award, First Tennessee has been consistently recognized by Greenwich Associates for outstanding service and business practices, receiving 23 national and regional Greenwich Excellence awards last year.
“Our customer experience approach incorporates the right mix of technology, products, and services, along with our talented bankers, to anticipate the needs of our clients,” said Dawn Morris, executive vice president, chief digital banking and marketing officer. “We have a great foundation and will continue to transform our customer experience by investing in the right tools and resources for the moments that matter most to our customers.”
Greenwich Associates, a global leader in market intelligence, created this new designation to recognize leadership in the increasingly important field of customer experience. First Tennessee was selected based on nearly 24,000 responses from key decision-makers at U.S. small and middle market companies.
About the Greenwich CX Leader award
Greenwich CX Leaders are banks that achieve scores that exceed the industry benchmark by a specified margin, on an index comprising three key components of overall satisfaction, likelihood to recommend and likelihood to continue using.
In order to excel in these three critical categories, Greenwich CX Leaders must:
• Have a clear strategic plan in place, supported by the organization with resources and the attention of senior leadership
• Map individual customer interactions, then allocate the people, systems, technology, and processes needed to enable those experiences, correct problems, and drive the cultural change that improves long-term business performance