When Scott Zimmer, MVP of Innovation & Digital Design for Capital One, took the stage during Forrester’s CXNYC 2015 customer experience conference, his goal was to raise eyebrows.
Zimmer spoke heavily about design, which is not something that Capital One has typically been known for. But when it comes to CX, the brand is starting to shift its perceptions on the form and function of effective customer engagement.
“There has been a huge awakening at Capital One, and it is all about customer experience,” said Zimmer....