Turn Customer Feedback Into Action: CX Under Pressure

Most banks collect customer feedback. Very few actually use it.

In this episode, I talk with Scott Lee Holloway, Head of Customer Experience at APS Bank, about what it looks like to actually turn customer insight into action.

We get into how his team gathers feedback across channels—and how that insight makes its way into real decisions across the business. We also talk about automation and where human support still matters most, especially in a trust-heavy industry like financial services.

If you’ve ever wondered what it takes to move from collecting feedback to actually using it, this conversation breaks it down.

You’ll hear about:

1. Why most customer feedback never turns into anything useful
2. What you’re missing if you’re only looking at dashboards
3. How customer insight actually reaches leadership
4. The tension between AI efficiency and human support
5. What breaks trust faster than most teams realize

Mentioned:

1. Connect with Scott on LinkedIn: https://www.linkedin.com/in/scottleeholloway
2. APS Bank: https://www.apsbank.com.mt

Interested In More?

1. Download the State of Social Care 2026 Report: https://bsquared.media/the-state-of-social-care-2026