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Transforming Customer Experience For A Bank Through Zero-touch Interaction

August 28, 2020

Client:

One of the largest banking and financial services providers in central and eastern Europe with over 2700 branches spanning across 7 countries.

Problem Statement:

The client鈥檚 core customer services were affected by聽heavy dependency on manpower, which also left room for errors. Multiple touchpoints delayed the process of query resolution. Rising operational costs also became a concern.

Benefits Achieved:

Overall improvement in customer experience, with reduced escalation of unprocessed requests, and greater flexibility of customised service response.

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