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Buyer Case Study: Customer Experience Transformation — A Top Business Priority for Federal Bank

Publisher IDC
Published Mar 31, 2023
Length 7 Pages
SKU # IDC17840621

Description

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.

Table of Contents

7 Pages
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
How Do Licenses Work?
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