First Tennessee named a leader in customer experience

Nationally recognized for commercial middle market banking by Greenwich Associates

MEMPHIS –First Tennessee Bank, member of the First Horizon National Corp. family of companies which includes Capital Bank, was one of only five banks to be nationally recognized for the inaugural Greenwich CX (Customer Experience) Leader awards by Greenwich Associates. First Tennessee earned top honors in the U.S. Commercial Middle Market Banking and Small Business Banking categories.

“Customer experience is a key component of our strategy as we pride ourselves on being agile and adaptable to deliver great service to our customers through personalized engagement and seamless banking across all channels,” said Todd Jones, executive vice president of wholesale banking. “We are honored by this recognition from Greenwich Associates. Knowing that this distinction is based on client feedback is important as we continue to develop innovative solutions to help them meet their financial goals.”

In addition to the CX Leader award, First Tennessee has been consistently recognized by Greenwich Associates for outstanding service and business practices, receiving 23 national and regional Greenwich Excellence awards last year.

“Our customer experience approach incorporates the right mix of technology, products, and services, along with our talented bankers, to anticipate the needs of our clients,” said Dawn Morris, executive vice president, chief digital banking and marketing officer. “We have a great foundation and will continue to transform our customer experience by investing in the right tools and resources for the moments that matter most to our customers.”

Greenwich Associates, a global leader in market intelligence, created this new designation to recognize leadership in the increasingly important field of customer experience. First Tennessee was selected based on nearly 24,000 responses from key decision-makers at U.S. small and middle market companies.

About the Greenwich CX Leader awards

Greenwich CX Leaders are banks that achieve scores that exceed the industry benchmark by a specified margin, on an index comprising three key components of overall satisfaction, likelihood to recommend and likelihood to continue using.

In order to excel in these three critical categories, Greenwich CX Leaders must:

  • Have a clear strategic plan in place, supported by the organization with resources and the attention of senior leadership
  • Map individual customer interactions, then allocate the people, systems, technology, and processes needed to enable those experiences, correct problems, and drive the cultural change that improves long-term business performance

For more information about the Greenwich CX Leader awards, please click here.

About First Horizon

First Horizon National Corp. (NYSE:FHN) provides financial services through its First Tennessee, Capital Bank, FTB Advisors, and FTN Financial businesses. First Horizon operates approximately 300 bank locations across the southern U.S. and 28 FTN Financial offices across the entire U.S. Our banking subsidiary was founded in 1864 and has the 14th oldest national bank charter in the country. Our First Tennessee and Capital Bank brands have the largest deposit market share in Tennessee and one of the highest customer retention rates of any bank in the country. We have been ranked by American Banker

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