In this episode of the podcast, TechCentral speaks to Dimension Data executives about how improving the customer experience (CX), using technology, can help banks do better by their clients.
Dimension Data Middle East & Africa executive for intelligent customer experience Nompumelelo Mokou and the company’s head of sales in the intelligence customer experience go-to-market practice, Bruce Lambourne, explain in the podcast how banks are being severely challenged by disruption, especially technology-led disruption.
They talk about how banks are having to adapt to consumers who now expect effortless, on-demand engagement and hyper-personalisation.
In the podcast, Mokou and Lambourne discuss:
- What the bank of the future will look like;
- How the Covid-19 pandemic has impacted debt recovery rates in the banking sector and how Dimension Data can assist from a technology perspective in this regard;
- How banks can remain relevant in a complex and rapidly changing world, especially those that still have a lot of legacy computing infrastructure;
- How Dimension Data can assist in optimising performance in the banking sector; and
- Why hyper-personalisation has become essential for modern banks.
The NTT Global Customer Experience Benchmarking Report (CXBR) referenced during the podcast discussion is available here.
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