Published February 28, 2013
OCBC’s AutoROME implementation led to improved customer service quality and productivity
AutoROME successfully improved OCBC's customer experience at the bank account opening stage while increasing opportunities for cross-selling.
Date: Feb 28, 2013
Author: Durva Lakhlani
Categories: Branch Banking, Channels, Customer Centricity, Data & Analytics, FSI Customer Relationship Management , Retail Banking, Technology & Operations
Keywords: AutoROME, OCBC, Pegasystems, CX, Donald Macdonald, FNA
Background In a service and relationship oriented business such as retail banking, customer service can be the key to customer retention and growth. With Singapore’s competitive…