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TECH BUYER Mar 2018 - IDC Perspective - Doc # AP42431717

Personalized End-To-End Customer Experience in the Asia/Pacific Banking Industry

By: Handojo TriyantoSenior Research Manager

Abstract

From the latest IDC research in the banking industry, banks should have the digital mission to be connected banking. That mission affects the customer experience (CX) strategy of Asia/Pacific banks. At the same time, IDC research shows that CX initiative should be designed to be more personalized and end to end in relation with the customer journey. The CX Orchestration Services (CX-OS) concept emerged to enable the requirement. This phenomenon also requires banks to enhance their CX by utilizing technology in all banks' related capabilities or processes. Handojo Triyanto, senior research manager, IDC Financial Insights, says, "The banks must analyze their business architecture to identify what capabilities can be improved/transformed by new technologies."


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