answer the following questions

Question 4: Answer the following questions (ILO's C1, D4): a. Customer experience can include both negative and positive forces. Identify the negative and positive forces that affect customer experience during COVID-19 and how it impacts customer satisfaction. You need to use figure 8.31 Figure 8.3. Customer experience in financial services customer experience negative forces brand experience positive forces transactional experience limited interaction with staff reduction in staff increasing sales targets staff instability increase in non- physical channels relationship experience advertising interaction with staff relationships with management choice of channels service recovery monitoring of customer satisfaction customer satisfaction b. Information and knowledge can only contribute to organizational success if the Financial Institution can absorb and act it. In this light, answer the following: b-1. Explain the importance of organizational learning. b-2. How can financial institutions display ethical behavior in protecting customer data