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Financial institutions in Asia are now facing massive disruption. At a time when financial products and services are increasingly seen as homogenous, the emergence of FinTech and InsurTech has greatly contributed to the intensification of an already competitive landscape.
Coupled with evolving customer behaviours and heightened expectations, the race is on for Asia’s financial institutions to leverage customer experience (CX) as the key to driving organisational competitiveness and market growth in a commoditised market.
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