Buyer Case Study: Customer Experience Transformation — A Top Business Priority for Federal Bank
This IDC Perspective examines how Federal Bank, one of the leading midsize private banks in India, embarked on a customer experience (CX) transformation journey and how Infosys, a global IT and outsourcing service provider, helped the bank reinvent its CX functions. This document contains the key highlights of the bank's CX efforts and guidance for organizations embarking on a similar journey.
Please Note: Extended description available upon request.
- Executive Snapshot
- Situation Overview
- Customer Experience Transformation Is a Top Business Priority for Banking and Financial Services Institutions
- The CX Transformation Story of Federal Bank — A Leading Private Sector Bank in India
- Partnering for Success
- Reinventing CX Meant Exposing the Bank to New Challenges
- Fruits of the Team's Labor
- Elements of Success: What Worked for Federal Bank?
- Advice for the Technology Buyer
- Approach to Modernization
- Partner for Success
- Learn More
- Related Research
- Synopsis
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