Delivering Differentiated Customer Experience
The COVID-19 pandemic has taught organisations many things. With the reliance on e-commerce and online shopping and delivery, a crucial lesson is that customers are ready to truly embrace digital and are ready for online and application-based banking.
In fact, Ecosystm research shows that self-service channels (including chatbots, virtual assistants, web, apps etc) will be the dominant interaction with customers over the next 12 months.
As we enter the new normal, an experiential banking environment with a focus on Customer Experience (CX) journeys will be key. And it is now a requirement rather than a differentiator – especially with the rise of purely digital banks in the region.
With new competitors, more sophisticated customers, and the increasing cost of customer acquisition; CX need to be treated as one single customer life journey rather than a KPI driven acquisition and/or retention target.
We invite you to join a select group of your ASEAN banking peers at this Ecosystm Leaders Roundtable, where we will discuss the challenges and opportunities in delivering differentiated customer experience, including:
- Increasing importance of the Customer Journey in a marketplace driven economy
- Defining new metrices to manage Customer Experience holistically across the customer life-cycle from acquisition to retention
- Designing data driven processes, engagements and automation to drive personalised customer experience
- Understanding the human factor in a post-COVID market: From Employee Experience to achieving Customer Excellence
We hope to see you there!