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Banking
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Banking Services Transformation: Unlocking Exponential Value
TCS’ solutions help banks and FIs push traditional boundaries and build cognitive banking enterprises for better value, resilience, and inclusivity. Learn more.
Related Insights
In response to anticipated regulatory changes, FIs must reevaluate their risk management frameworks to address growing threats and stay resilient. Learn more.
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Blog
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15 May 2025
Highlights
- Your financial journey has both digital and physical touchpoints.
- Consumers expect institutions to anticipate their needs and do not want to repeat their query every time they switch between agents or channels.
- Financial institutions need to provide responsive, relevant, and contextually aware experience to deepen customer engagement.
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The Challenge
TCS Customer Journey as a Service, an analyst and market-recognized real-time interaction management solution, allows banking and financial institutions to create, monitor, and deliver personalized customer engagement communications across all digital and physical channels simultaneously.
The solution drives call to action of user behavior and customer attribution details from a centralized engagement hub, enabling next-gen inter-customer relation management and improved customer engagement.
The Solution
TCS Customer Journey as a Service helps financial services maximize value from customer engagement with real-time interaction management and customer journey visualization.
The solution helps:
- Enable credit or fee-based product promotion strategies by visualizing the customer journey and leveraging analytics and insights with executive financial KPI dashboards.
- Gain intelligence on customer behavior, product performance, and customer journey with AI-infused journey performance metrics.
- Easily configure with modern web 3.0 solutions of banks and wealth management platforms, focusing on getting started within days.
- Leverage a dashboard view of the customer persona, identify location-based services, and provide a single customer window for all transactions.
The Benefits
TCS Customer Journey as a Service leverages big data and analytics, social media, mobility, cloud computing, machine learning, and IoT.
The solution provides the following benefits:
- Continuous intelligence on customer journey via customer journey visualization
- Real-time AI-based intent identification in financial products buy or sell
- Improved CSAT and NPS ratings with next-gen CX dataset of banking KPI metrics
- Improved leads to sales ratio with new upselling and cross-selling avenues
- Channel improvement in design and functionalization for increased customer adoption
- Easy integration with new and legacy systems with integrated plug-ins and migration plan
Why TCS
TCS drives business transformation through co-innovation and cutting-edge platforms and solutions.
- Ecosystem access to more than 100 players
- Incubation and early technology access to over 500 fintech players
- Domain expertise gained over the course of partnering with over 154 customers in more than 3,000 processes across 50,000 FTEs
- Platform-agnostic and platform-bundled service to drive intuitive experiences in every interaction
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