BCR, the second-largest bank in Romania, is striving to optimise customer experience in a post-COVID era - when many customers are returning to physical services over the convenience of digital. Andrei Calin, Head of BCR's Customer Experience, discusses this shift and explores why researching consumer psychology could be the key to mastering CX in banking.

Connect with Andrei - https://www.linkedin.com/in/andrei-calin/