IDC Case Study: Customer Experience Transformation - A Top Business Priority for Federal Bank
Federal Bank is a leading private sector bank in India. The bank was facing the challenge of providing holistic and omnichannel marketing, sales, and service experience to customers in a world where customer behavior is driven by rapidly changing digital technologies. To address this challenge, Federal Bank embarked on a CX transformation journey with Infosys and leveraged Oracle’s CX solution suite to reinvent its CX functions.
IDC connected with Infosys Oracle Services and Federal Bank to publish a case study on how Infosys, a global IT, consulting, and outsourcing service provider, helped the bank in this CX transformation journey. The case study outlines key highlights of the bank’s CX efforts and provides guidelines for organizations embarking on a similar journey.
