The experiences people have with BFSI enterprises are becoming more personalised and tailored. Customers increasingly want digital, intuitive self-serve support options available on the channels that they prefer to use. With increased competition from the Fintechs, the gap has increased between what today’s customer wants and what a traditional BFSI enterprise delivers. However, the traditional BFSI industry is ready to take the leap of faith. With their own strengths of being in the business for a long time, a trustworthy reputation and a large customer base, traditional BFSI enterprises are reimagining their customer experience (CX) strategy. By investing in the latest CX technology, partners are right-skilling their workforce to deliver distinguished “Moments of Yes”, enabling BFSI enterprises to maintain their competitive advantage.
Challenges faced by BFSI enterprises while taking the ‘CX transformation’ leap of faith
BFSI enterprises have had to deal with obstacles in this digital-first revolution.
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Standardised not personalised experiences
BFSI enterprises have huge amounts of customer data, but a lack of structured data results compromises customer insights![]()
Lack of an omnichannel strategy
BFSI customers want their queries resolved quickly and easily. A lack of consistent CX is the biggest reason for customer disloyalty![]()
Legacy customer service
With limited customer self-service touchpoints, chatbots and other automation technology, CX suffers due to slow resolution of customer queries![]()
Competitive digital environment
BFSI enterprises are up against the agile, nimble Fintechs following the “Amazonization” in how BFSI services are delivered
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Standardised not personalised experiences
BFSI enterprises have huge amounts of customer data, but a lack of structured data results compromises customer insights![]()
Lack of an omnichannel strategy
BFSI customers want their queries resolved quickly and easily. A lack of consistent CX is the biggest reason for customer disloyalty![]()
Legacy customer service
With limited customer self-service touchpoints, chatbots and other automation technology, CX suffers due to slow resolution of customer queries![]()
Competitive digital environment
BFSI enterprises are up against the agile, nimble Fintechs following the “Amazonization” in how BFSI services are delivered
Overcoming obstacles with Tata Communications
Empower your workforce and be there for customers with our Customer Experience platform. We’ll help you unlock Yes Moments in BFSI by equipping your employees with the tools and technologies they need to create great digital experiences for customers:
A flexible operational model that enables fast-track deployment of remote agents to address critical situations and shifts in demand – enabling anytime, anywhere availability
Complete tracking of the customer profile and journey, enabling customer service agents to make smarter decisions and offer personalised customer experiences
Engage with your customers through any channel they choose
Efficient collaboration within the workforce, across functions and geographies to increase process efficiencies
Automatic routing of customer requests to best-suited agents
Ready to empower your people and unlock Yes Moments?
Tata Communications’ solutions and services integrate seamlessly with your existing infrastructure. Your employees will have reliable access to the applications and tools they need, as well as additional access to new customer-centric capabilities. Empowered and prepared, your teams will become Champions Of Yes who unlock great digital experiences for customers, from anywhere.
Remote Working and Customer Experience Solution Supercharging BFSI
Secure Access Performance
Our remote working solutions are fit for purpose and performance. We help BFSI enterprises empower their workforce with secure access to enterprise applications and critical customer data over public internet by enabling zero-trust secure connectivity to cloud or data centres. With our remote working solutions you can minimize your fears around latency and security of your employees, applications and data.
Productive Collaboration
In a dynamic business environment, better communication results in greater customer loyalty and higher retention. Whether your teams are making sales calls, responding to customer queries or sharing files – with one unified, collaborative platform and the right tools, your people will have everything they need to collaborate, stay productive, enhance customer experiences and reduce your time to market. Our remote working solutions help BFSI enterprises transform how they collaborate.
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Secure Access PerformanceOur remote working solutions are fit for purpose and performance. We help BFSI enterprises empower their workforce with secure access to enterprise applications and critical customer data over public internet by enabling zero-trust secure connectivity to cloud or data centres. With our remote working solutions you can minimize your fears around latency and security of your employees, applications and data.![]()
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Productive CollaborationIn a dynamic business environment, better communication results in greater customer loyalty and higher retention. Whether your teams are making sales calls, responding to customer queries or sharing files – with one unified, collaborative platform and the right tools, your people will have everything they need to collaborate, stay productive, enhance customer experiences and reduce your time to market. Our remote working solutions help BFSI enterprises transform how they collaborate.
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