Customer Centricity
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Banks must stop living in the past

Disruption and disintermediation from new market players are forcing banks to realise the urgency of rethinking futuristic strategic models and redesigning processes towards frictionless customer journey.

     
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Enabling seamless customer experience through digital transformation of channels

Shashank Luthra, director of digital transformation, and James Cronk, director of financial services of Cisco, discuss how banks can evolve their customer service with digital enablement to create a seamless omni-channel experience.

     
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Bank of Ayudhya improves customer experience through branch automation

Bank of Ayudhya recently embarked on a multi-year strategic business transformation initiative, including a branch improvement project, which aims to simplify processes and reduce system errors.

     
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Maybank, Malaysia: In search of efficiency

In an atmosphere of intense competition, sputtering economy, and ambitious regional expansion, Maybank is banking on a strategy to improve efficiency across the organisation.