ING’s Matteo Pomoni: Identifying Key Moments of Truth in Customer Data - Builders Wanted

Topics in this episode

customer engagement Customer obsession data omnichannel ing

Episode notes

This episode features an interview with Matteo Pomoni, Global Head of Retail Daily Banking and Funds Entrusted at ING. Matteo joined ING in 2004 occupying various positions within the local Italian retail organization. Previously, he served global companies such as Campari Group and L’Oréal. In Matteo’s current role, he manages key retail business lines across 10 countries and leads global centers of expertise for sustainability and customer experience. In this episode, Kailey and Matteo discuss do’s and don’ts of customer obsession, coping with channel competition, and key moments of truth in data. - Key Takeaways: Sometimes, organizations think they know what’s important to customers, however data may be telling you a different story. If you identify key moments of truth when handling onboarding or customer complaints, you can create a seamless and consistent customer experience. Customer expectations are changing rapidly. To keep up with the customer’s change of pace, you need to offer them personalized and instant solutions. You have to show up for them when it matters most and meet them where they are. Customer complaints should not be limited to the front end office.

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