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What Is Omnichannel Customer Experience?
Let us first define what customer experience (CX) is: Customer Experience (CX) is how an…
Read time: 8 min
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Conversational AI – People Will Have More Conversations With AI Bots Than With Their Spouses!
Gartner predicts that people will eventually have more conversations with AI bots than with their…
Read time: 3 min
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Customer Scenarios – How Would You Deal With an Angry Customer?
I read an article in the Times of India titled, “Why driving makes Indians angrier?”…
Read time: 3 min
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Bank Branches Are Turning Into Sales and Service Outlets
Banks today use self-service capabilities to address customer needs using technology. You add processing support,…
Read time: 2 min
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It is time for PSBs to roll up their sleeves and start enhancing their service quality
The current scenario of the Indian banking sector is very dynamic and competitive. To maintain…
Read time: 2 min
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Customer-Centric Approach in Retail Banking Is the Way Forward, Says the Finance Minister of India
Finance Minister Nirmala Sitharaman said banks must adopt a customer-centric approach by understanding their needs…
Read time: 2 min
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Improving Customer Service in the State-Run Banks
Papia Ghosh Dastidar, 63, has been visiting a branch of Punjab National Bank for several…
Read time: 3 min
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Three personal customer experience successes in BFSI
I read an article by Phil Britt on ‘Financial Services Customer Experience: 3 success and…
Read time: 3 min
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What should you be aware of while transforming your banking contact center to digital-first?
Recently, I presented the keynote address at one of the BPO conferences. After my speech,…
Read time: 3 min
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Can Business Intelligence in Banking Grow Its Business?
Let us assume that you are an outbound contact center looking at identifying opportunities for…
Read time: 3 min
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How do you provide customer service to the underserved populations in banking?
Let me begin with a few problem statements. Banks usually consider only their best customers…
Read time: 3 min
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12 compelling reasons why you should have a single view of your customers in banking
We keep talking about having a single view of the customers to provide better customer…
Read time: 2 min
