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Enhancing the Customer Journey through Customer-Centric Banking

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Customer expectations were changing dramatically even before the pandemic, with customers demanding personalized experiences. While banks were already embarking on technology transformation programs to retain and grow customers, the pandemic has accelerated this phenomenon. In this podcast, Puneet Kapoor, President – Products, Alternate Channels and Customer Experience Delivery at Kotak Mahindra Bank Limited, talks about the need for banks to reimagine the way they engage with customers.


Duration: 13:20 minutes

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