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Why is your customer service poor?
I sit through multiple discussions on customer experience as a part of my profession. Except…
Read time: 4 min
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Customer-centric approach is the way forward for banks, 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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Are the days of waiting on the telephone line to talk to an agent over?
Have you ever felt exasperated by hanging endlessly on the telephone to speak to a…
Read time: 3 min
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How do you provide better customer service in 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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Digital transformation and customer experience
Looking at these cartoons, you can easily guess that I am a big fan of…
Read time: 5 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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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
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Engaging and empowering banking contact center agents
Today, consumers are exposed to global brands like Apple, Amazon, and Netflix and are used…
Read time: 3 min
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Providing customer experience in BFSI – the James Bond way!
A Vodka Martini, shaken, not stirred, was the classic of bond movies, one of the…
Read time: 3 min
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How do you offer tailormade services to your BFSI customers?
Every organization under the sun is looking at the digital transformation to enhance the customer…
Read time: 3 min
