Empowering Employees To Deliver Enriched CX
Banking Frontiers|November 2018
Empowering Employees To Deliver Enriched CX

Banking Frontiers in association with Aspect & CS Infocomm, organized a roundtable, in which experts from the BFSI industry shared their perspectives on enhancing the customer experience journey. Highlights:

Tejas Maniar, Director - Digital Banking, IDFC Bank

When we started our bank journey 3 years ago, the first challenge we had faced was to get customers. Understanding the needs and wants of the customer is the most important thing for the bank. Our customers started opening online accounts and transacting on real time basis using mobile and internet channels. The bank is still 4 years behind in terms of using latest technology like artificial intelligence, robotic process automation and IoT. Organizations have to make the technology incredibly simple for the customer. Where and how you deploy the technology is also an important factor.

Satishchandra Hardikar, GM - Liabilities & Deposit Mobilization, Bank of Baroda

Understanding the customer is the most difficult challenge for a bank. We at Bank of Baroda conduct a pan India survey every 2 years to understand customer experience and expectations about our services. There is good demand for online demat accounts among our customers. We are ready for the adoption of the new technology, but cost of the technology is also an important factor for us. Technology gets obsolete very quickly. The bank wants modern technology and does cost benefit analysis before adopting and implementing new technologies. We have created our own customer experience department to provide better services to our customers. Customer demands are increasing because of the competition. We want automation and digitization to give better customer experience, at the same time we want our business to be profitable.

Sharatee Ghosh, Executive VP - Process, Services & Quality, Kotak Mahindra Bank

We are looking at customer experience at multiple channels, including mobile, internet banking and other touch points and to a small extent social media. At Kotak Mahindra Bank, we are doing a customer survey every minute. NPS plays a very crucial role and we have customer effort score CES that determines how much a customer is investing in his efforts in doing a transaction. If the effort is high, the probability of repeat is low; so any CX initiative should be a measure by the lens of NPS and CES. The CRM software helps in customer interaction and solves problems.

Ranjit Nair, Director - Strategic Solutions - India, Aspect Software


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November 2018