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Part II - Keynote 4

Shabbir Baliwala

APAC Strategy Director

Dynatrace

Best Practices for 2021 - Understand and Enhance Customer Experience of Digital Channels

 

Financial institution steady improvement of their Digital channels through mobile apps and websites paid unexpected dividends for customers during the Covid-19 pandemic. As branch visits dropped, many consumers turned to digital channels for all kinds of transactions, including purchases of banking & insurance products.

But beneath the swell of digital purchases financial institutions were challenged with the hidden drop  of consumers to competing financial services ,whether traditional incumbents or young Digital Challengers.

 

The session is to share case study on how financial institution can provide superior customer experience and improve their digital sales episodes through faster time-to-market through continuous feedback loop in their BizDevOps journey.

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