This week's episode is entirely focused on the Banking industry. Brian Kale, Director of Customer Success at Bank NOVO, defines customer success and discusses how banks should innovate their services. Valentina asks Brian about the evolution of customer success, and Adam leads a conversation on the security of personal data. Brian also addresses the fact that soon, customers can expect to talk to robots without even realising it. Brian's LinkedIn: https://www.linkedin.com/in/briankale/ Bank NOVO: https://banknovo.com/ 02:28 - Who is Brian Kale? I 06:18 - definition of Customer Success I 09:23 - Should every company has its own CX team? I 11:25 - the future of customer success I 17:17 - the risk of fraud & personal data security I 24:08 - customer expectations from a generational perspective I 32:00 - the CX transformation in the Banking industry I 34:06 - advice for future CX leaders

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“What did the council decide on item 42?” — answered with the speaker and the moment.

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