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Banking / WHITE PAPER
Sathish Punyakoti
Transformation Strategist, TCS BFSI Platforms
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Life insurance, pensions, annuities, and retirement services customers interact with their financial services providers through various channels of their choice such as different portals, phone, IVR, email, chat messengers, chatbots, and other electronic mediums for inquiry and transactional requests. It becomes a significant business challenge for them to manage end-to-end customer service experience due to the issues such as:
The challenge can be tackled effectively by adopting a customer journey-based approach driven by a holistic view of customer-organization interactions that are business outcome-driven to seamlessly deliver services to customers across multiple touchpoints and channels.
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