State Bank of In­dia Serves the Emerg­ing Dig­i­tal Cus­tomer

DQ Channels - - Cover Story -

By 2020, the av­er­age age of In­dia’s pop­u­la­tion is es­ti­mated to be 29. With the ris­ing dig­i­tal expectations of this de­mo­graphic, State Bank of In­dia turned to Cisco and the In­ter­net of Ev­ery­thing (IoE) to trans­form its cus­tomers’ ex­pe­ri­ence, at­tract the mass-af­flu­ent gen­er­a­tion Y cus­tomers, and de­liver new, om­nichan­nel busi­ness mod­els. Us­ing the Cisco Re­mote Ex­pert so­lu­tion com­bined with wire­less tech­nolo­gies, State Bank of In­dia can con­nect cus­tomers with ex­perts to de­liver a richer, more in­ter­ac­tive ex­pe­ri­ence in an om­nichan­nel en­vi­ron­ment. Now, cus­tomers can reach vir­tual ad­vi­sors in­stantly us­ing high-def­i­ni­tion video con­fer­enc­ing. The in­ter­ac­tive screens also al­low ad­vi­sors to re­motely write on or share screens with cus­tomers. Ad­di­tion­ally, Wi-Fi for cus­tomer ac­cess and lo­ca­tion-based ser­vices im­proves the in-branch ex­pe­ri­ence. By con­nect­ing cus­tomers with fi­nan­cial ser­vices in new and in­no­va­tive ways, State Bank of In­dia is trans­form­ing the bank­ing ex­pe­ri­ence for its dig­i­tally savvy cus­tomers.


• New om­nichan­nel busi­ness mod­els

• Faster cus­tomer on board­ing, with card is­suance in real time

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