Customer Experience Management in Banking Sector
Journal Title: International Journal of Management, IT and Engineering - Year 2018, Vol 8, Issue 2
Abstract
Globalization and the advent of Internet technology has radically changed the way businesses are conducted across the globe. Earlier companies were talking about how to deliver a differentiated product offering and constantly improve customer service in order to achieve customer satisfaction. However, products and services are no longer the primary differentiator, since they are commoditized to a form of almost uniform blandness. Today the differentiator that companies rely on to achieve a competitive advantage is the experience created with a brand (product/service) that a customer carries in his head. A great experience has to be created, because it doesn‘t happen by accident. Thus ‗customer experience‘ and Customer Experience Management (CEM) is becoming the new frontier for customer-centric organizations. The research paper – ‘Customer Experience Management in Banking Sector’ highlights the domain, importance and implementation of this emerging marketing practice. Taking the case study of banking industry in the service sector, the author has given an example of a private-sector bank that has already tried to continuously improve customer experience at various touch points. The paper also highlights the implications drawn from the findings of a primary (descriptive) research study conducted by the author in order to explore the different avenues for providing a positive customer experience by the banking industry.
Authors and Affiliations
Dr. Jasmine Gupta
Keywords
Related Articles
- EP ID EP19116
- DOI -
- Views 363
- Downloads 18
TEACHBOT(TEACHING ROBOT) USING ARTIFICIAL INTELLIGENCE AND NATURAL LANGUAGE PROCESSING
The teaching robot is used for teaching the school students, undergraduates, postgraduates, research scholars and others. This can be designed using natural language processing and artificial intelligence. This can be...
Performance Analysis of Dynamic OCDMA using Matlab
A DOCDMA (dynamic optical code division multiple access) communication system is projected for high-bandwidth communication systems. At the receiver, a synchronized TOF with the same function is used as a decoder. In t...
Role of Mobile computing in developing technologies
Mobile computing has changed the complete panorama of our everyday lifestyles. It is fitting most important due to the upward thrust within the number of transportable computer systems and the wish to have steady commu...
slugRobust & Accurate Face Recognition using Histograms
A large number of face recognition algorithms have been developed from decades. Face recognition systems have been grabbing high attention from commercial market point of view as well as pattern recognition field. It a...
Implementation of virtual private drive using cloud O. S.
As an emerging technology and business paradigm cloud computing has taken commercial computing by storm cloud computing platform provides easy access to a company high performance computing and storage infrastructure t...