Tech is Tech until proven Business (Part 1)
As a business person working in Digital and Technology for past 2 decades, I have realised that business leaders have a bit of mental block in managing technology. They typically ignore technology, until its all over the environment. By the time, they react, the market typically would have moved ahead and then they play catch-up […]
Offline Channels Vs Digital Channels
With focus on digital, banks have started investing in customer journey in Digital world (mobile / internet). This has improved customer experience, however, the challenges come when transactions on digital channels fail. There is no servicing possible in branches and normally call centre is confused with such calls. How do we align customer experience across […]