Head - Customer Service & Branch Banking Opertions
9:50 AM Panel: Adopting a Customer-Centric Design in Your Branch to Increase Engagement and Efficiency
• Making the customer the focal point of all interactions and channels
• Designing and delivering intuitive, easy-to-use and interesting customer services that personalize every interaction at the branch
• Orchestrating services through multiple channels – continuously, consistently, and in the right context
• Utilizing insights from the data collected during customer interactions and transactions at the branch
12:00 PM Digitising retail branches to enhance customer experience and increase branch profitability
A new banking paradigm and the entry of Generation Y customers is putting pressure on banks to reinvent their branches and redefine the role of the teller. As India’s largest private sector bank (by consolidated assets), ICICI Bank, has reworked its branch concept to drive customer engagement and interactions, focussing on accessibility and cost effectiveness by digitising the branch processes and empowering the customer. This has also resulted in increasing the branch efficiency and making the branches paper-less. Vikas will take you through how they have achieved the transformation and the challenges encountered.