Buyer Case Study: Customer Experience Transformation — A Top Business Priority for Federal Bank

Executive Snapshot

• Figure: Executive Snapshot: Customer Experience Transformation — A Top Business Priority for Federal Bank

Situation Overview

• Customer Experience Transformation Is a Top Business Priority for Banking and Financial Services Institutions

• Figure: Digital Business Strategy and Transformation

• The CX Transformation Story of Federal Bank — A Leading Private Sector Bank in India

• Partnering for Success

• Reinventing CX Meant Exposing the Bank to New Challenges

• Fruits of the Team's Labor

• Elements of Success: What Worked for Federal Bank?

Advice for the Technology Buyer

• Approach to Modernization

• Partner for Success

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• Related Research

• Synopsis