The Banking and Financial Services industry is constantly trying to exceed the customer’s expectations and a competitive advantage can be achieved by operating through a series of initiatives on operational excellence which has brought significant benefits to customers.
Customer intimacy is a function of the customer experience. Wipro has adopted 'Intuitive Customer ExperienceSM (ICE), as a strategic solution in the Banking and Financial industry. The primary objectives of this initiative are,
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Improve prospect conversion rate |
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Extend customer relationship lifespan |
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Increase customer wallet share |
Right experience is a combination of quality human interactions backed by a solid IT infrastructure. Our assessment shows there are nine key dimensions of customer experience that fall under three key areas,
Experience Hygiene Factors
Wipro's user experience service offerings are focused towards addressing the challenges of high-priced self-service channels and promoting them instead of assisted channels. The dimensions covered are,
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Convenience |
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Security |
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Consistency |
The services provided are,
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User Experience Assessment and Modeling |
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Channel Implementation and Enhancement |
Experience Optimizers
Wipro assists its clients to streamline the underlying processes thereby providing efficacy of responsiveness and quick turn-around time to their customers. The dimensions covered are,
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Responsiveness |
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Optimized Turn-Around Time |
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Empowerment |
The services provided are,
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Business Process Assessments |
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Business Process Re-Engineering and Automation |
Experience Infrastructure
Wipro has developed capabilities to help banks consolidate and generate actionable insights into their most critical asset i.e. customer data, to achieve organizational objectives. The dimensions covered are,
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Informed Service Delivery |
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Personalization |
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Transparency |
The services provided are,
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Customer Data Integration |
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Actionable Insights |
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