“I miss visiting the branch of Axis Bank to interact with the folks I know over there for years,” said Shivakumar Ganesan’s mother, when the pandemic locked down the country early last year. Shivakumar is our CEO, also fondly called Shivku. His mom continues, “Still,...
How Indian Financial Institutions are Transforming Their Customer Engagement Practices
The shift in personalising customer communication in the BFSI industry and trends to look out for in the future
When it comes to personalisation, a study by PWC’s digital service group shows that 94% of senior-level executives believe delivering personalisation is critical or important to reaching out to customers. In this age, almost every industry has adopted personalisation in its communication approach with customers....
The Customer Communication Playbook (Pandemic Version): 5 Lessons from Leading Financial Enterprises
The past decade has accelerated change at an unprecedented pace across leading financial firms. Undoubtedly, the fintech and digital payments revolution has advanced the future of the entire industry into a reality today. But this century’s biggest event, the COVID pandemic, has picked holes in...
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