Remember when The Moment of Truth was the point in time a brand proved its worth to a consumer, counting them as a customer? That’s history. Consumers today experience an endless barrage of moments across their converging digital and physical worlds. For them, The Moment of Truth is over — replaced by the totality of their connected experiences.
This new reality makes customer experience the single most important point of difference for modern organizations.
We’re Digital Software & Solutions Group. As the digital transformation software arm of TCS, one of the world’s largest IT solutions firms, we help progressive businesses and cities deliver exceptional experiences to target audiences, whether they’re consumers or citizens. Our portfolio of products tap the power of real time data insights to help retailers, banks, telcos and smart cities deliver highly-personalized and timely experiences that drive customer engagement, loyalty and sales.
Customer experience is a key differentiator for today’s retail banks, but the allocation of limited time and resources can make or break any CX program. How exactly can data and analytics be used to not just measure customer engagement, but to optimize it and grow it beyond the transaction at hand? What is the use case for AI capabilities that can deliver immediate value to retail banks and their customers? How should a retail bank evolve its relationship with its customers in a time when competition has never been more fierce, disruptive, or quick to adapt?
Join Celent’s Dan Latimore, SVP of Banking, as he provides the latest insights about how leading-edge retail banks are using a new generation of customer analytics software solutions in response to disruptive trends, including FinTechs, mobile banking, new regulations, and non-traditional competitors.
Mr. Latimore, joined by Marcus Hearne of TATA Consultancy Services, will examine the latest approaches and technologies that allow banks to create and curate highly relevant omnichannel customer experiences that transform transactions into a trusted relationship.
Retail customers no longer differentiate by products and services. They demand experiences tailored to their needs — connected customer experiences that transition seamlessly between their digital and physical interactions.
In this engaging session, Vice President IDC Retail Insights, Leslie Hand, and TCS Global Head of Product Marketing, Marcus Hearne, will discuss:
How infusing business engagement strategies with a connected consumer approach can help build deeper customer engagement;
How to make better decisions through a deeper understanding of your customers' interactions based on augmented intelligence;
Why it’s important to take a wider perspective of the customer journey that extends beyond traditional boundaries and thinking.
The rise of the connected economy, where digital technologies connect people to organizations, machines and each other, provides an opportunity to create meaningful competitive differentiation.
New technologies are accelerating the creation of interconnected experiences that span multiple brands. Banking products and services are now part of a larger promise of value, like a mortgage that includes offers for insurance, a security system and gardening supplies to meet the needs of new home ownership.
The banks that understand and support customer needs that go beyond their products and services will earn greater customer loyalty and growth.
Date: Thursday, November 02, 2017
Time: 01:00 PM Eastern Daylight Time
Join us to learn how you can deliver connected experiences that build deeper consumer engagement with you and your ecosystem of partners.
Research Director, IDC Financial Insights
Global Industry Lead & Managing Partner, TCS Digital Software & Solutions Group
In this webinar, the speakers will discuss:
How the ‘Connected Consumer Intelligence’ approach can help banks build deeper engagement and deliver relevant connected experiences
Leveraging Open Banking APIs and partnering with other providers to deliver seamless experiences
Opportunities presented by industry developments such as Europe’s Payment Services Directive (PSD2) to grow new revenue streams and increase customer loyalty through transparency