TECHNOLOGY is a disruptor for most industries, but in the banking space, it is as much an enabler as it is a disruptor.
Banks are trusted by customers to handle their data, and through regular interactions between customers and branch or relationship managers, are able to capture the changing needs of customers.
As a result, they’re in a position to really translate customer expectations into technology-powered financial solutions to wow customers.
CIMB understands that. In an exclusive interview with Tech Wire Asia, CIMB Consumer Banking Group CEO Samir Gupta shed light on some of the initiatives that the bank is taking to drive technology adoption to remediate customer pain points and improve the overall experience.
“The customer is at the heart of everything we do and we aim to delight our customers in their banking journey with us. We have a strong focus on customer experience, which is why we established a customer experience (CX) unit in 2016.”
Gupta emphasizes that all of the bank’s technology innovations and projects are built with the customer or end-user in mind.
“We have an ‘experience design’ team that works on optimizing both front-facing services and back-office processes for a streamlined CX.