Virtual banks or banks without branches / limited branches have existed in several countries earlier in many forms. What then, is this fuzz about Virtual Banking?
In this document, Ovum discusses key drivers of the digital economy, and the need for a digital first approach to growing the business, with an emphasis on interaction within apps. It then discusses the role Tetherfi can play in digital customer experience; and a case study of how a leading Asian bank has addressed this strategy
Frost & Sullivan believes that contact centres have a tremendous opportunity to move from a cost focus to a value-add focus; from merely satisfying consumers to creating delighted brand advocates and loyal customers. The goal is to get organisations to make customer service and contact centres more strategic to the enterprise’s core business.
Globally companies lose over US$300 billion each year due to poor customer experience with more than two-third of this being spent with competing entities. Poor customer experience results in customer churn and leaves equally adverse effects on brand’s reputation.