34 • Customer Experience Council: The council brings together the most senior leaders across the company to build capabilities that help us listen to customers, understand their feedback, and use their input to develop and launch programs that aim to directly improve the customer experience . • Customer journeys: We’re transitioning to a focus on the holistic needs of the customer, and aiming to deliver a seamless experience regardless of the type of product or service they need, or the channel they choose to use to interact with Wells Fargo . • Net Promoter System® (NPS): We continue to make significant progress in rolling out NPS to lines of business acr oss the enterprise, with employees regularly using the NPS to better understand the experience customers are having, and to guide actions we can take to make that experience even better . Since the program’s introduction in 2019, nearly 8 million survey responses have been collected, and those have been the catalyst for driving significant customer experience change across the organization . Enterprise complaints management The Enterprise Complaints Management Office (ECMO) is designed to provide standardized and coordinated application of the Wells Fargo Complaints Management Policy across all Wells Fargo businesses . ECMO is monitored by internal and external validation partners and oversight teams via updated metrics, reports, and scorecards with a goal of ensuring that our processes, procedures, and data can be counted on at all levels of the organization, and meet the commitments we’ve made to all of our stakeholder groups . ECMO’s complaints management employees utilize Wells Fargo’s integrated, companywide complaint technology — the Enterprise Complaints Management Platform (ECMP) — to facilitate proper routing, intake, research, and final resolution of complaints among Wells Fargo’s Frontline employees, line of business complaint teams, and three ECMO escalated Complaint Executive Offices . Together with all of these groups, ECMO tracks and addresses complaints that range from the seemingly simple “service complaints,” which are generally addressed by employees upon the initial call, to the more complicated “escalated complaints,” which require deeper research, operational risk reviews, and final communication of resolution . The ECMP puts up-to-date customer information and capabilities at the employees’ fingertips with data and supportive technology designed to enhance their effectiveness . On a planned path of continuous improvement, enhancements to the ECMP are made every few weeks to help employees work more efficiently and consistently to provide the kind of experience our customers deserve . In addition, ECMO’s Complaints Data, Analytics, and Reporting (CDAR) team is responsible for root cause analysis of complaints . CDAR has developed proprietary A dvanced Listening® technology and processes that leverage artificial intelligence, natural language, and speech recognition, to deliver deeper insight into our customers’ experiences . This helps CDAR identify complaint trends and emerging risks, along with performing