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Two Sides of the Experience Coin: How to Link CX and EX for a Successful Total Experience
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Two Sides of the Experience Coin: How to Link CX and EX for a Successful Total Experience
2 minMany organisations have already embarked on their digital transformation accelerated by the pandemic. But how have these investments in digital technologies helped drive excellence in the customer journey – from the front office all the way to the back office?
How has modernisation helped connect the digital touchpoints and in turn enhance both customer and employee engagements?
According to a report by McKinsey, a systematic redesign of customer banking journeys can result in at least a 15–20% lift in customer satisfaction. In addition, process automation and AI can reduce costs in the front, middle, and back office by as much…