I am working with a financial institution in the Middle East that enjoys cost leadership in the marketplace. My job is to develop and implement a 'Customer Experience' strategy over the next 2 or 3 years. So I have to bring the Bank to a high level of Customer Experience on a minimum cost basis. I will appreciate some opinions and areas where people think we should focus.

Suggestions -

People - If you need higher skilled people you will pay more and their approach is usually not friendly and informative but directive.

Process - If the processes are efficient and simple you don't need all your staff to be rocket scientists and they will focus on providing not just the information but how it is delivered.

Systems - These should support the above when looking at the customer experience which isn't usually the case in financial institutions.