Michelle Palomera

How to Optimize the Banking Experience in a Digital World

Twenty seven percent of respondents in a global Genpact consumer banking survey claim they would be comfortable setting up a new account with a digital assistant, such as Siri or Alexa. At the same time, 57% say speaking with someone in branch makes opening...

4 Steps to Customer-Centered Digital Strategy

Goldman Sachs, PepsiCo, and Northern Trust were among the presenters at Forrester’s CX NYC 2018—an event that reflected the growing momentum around placing customers at the center of business strategy. While C-suite executives increasingly recognize that customer experience (CX) is an engine for growth,...

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