Customer Experience Management: How to Optimize the Omnichannel Experience for Banking Customers

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Source: IBM
Date: February 2014
Type: White Paper
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Overview: Proliferating channels, heated competition and increasingly demanding customers have made it imperative for banks to provide an exemplary customer experience across all touch points. Banks that get customer experience management right can reap myriad benefits, including increased cross-sell and up-sell success, decreased contact center traffic, and ultimately more satisfied customers.

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