Customer experience is the new battleground for every industry looking at innovation as its growth engine. On the other hand, increased digitization has led banks to rethink how they interact with their customers. With today’s customers swiftly becoming tech savvier, banks must transform digitally to serve their core needs and deliver exceptional experiences at every touch point.

This case study carves out the digital transformation journey of India’s 2nd largest private sector bank that was not only able to transform their legacy systems seamlessly with CCM but provide superior CX as an outcome.

• How the bank solved the issue of legacy system consolidation?
• What were the customer experience challenges faced by the bank?
• What were the revenue & efficiency goals achieved by the bank with successful CCM migration?”