FEATURE
lockdowns and ran one of the world ’ s most successful vaccination programmes . Much of this – as with many of the region ’ s other pandemicinduced innovation stories – was achieved through automated workflows , with due attention paid to customer and employee experiences .
Success , in the next phase of the digital journey , will require greater business agility . Our ability to succeed will depend on three factors : understanding the customer , making life convenient for them and making them feel like we understand them as an individual .
And they have the means to deliver these services through multiple channels – social , voice , app and more .
This means more convenience for customers . The information can also be used to personalise experiences , which will allow tellers and investment advisors to suggest other products that are relevant and useful . This further enhances the experience for the customer and builds brand loyalty .
Measure everything
For example , in the BFSI sector , institutions are in possession of vast stores of historical , personal and transactional information they can use to understand behavior and predict the volumes and outcomes of future transactions . They have the scale to build service models that automate the mundane and free up employees to take care of more complex customer queries .
All industries will see a change in standard metrics . Today , information about new customers , their engagements and their transactions should be unified across touchpoints and channels – instore , app , social and the rest . A sale is revenue , no matter where it took place or how . And to individualise the customer experience and keep it consistent , www . intelligentcxo . com
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