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"Investigation Report on Potential Customer Interaction Trends in Retail Banking in Singapore"

2018-05-15 10:18:02 Author: Source:CTI ForumComment:0  Click:


Genesys (http://www.genesys.com/cn), a global leader in omni-channel customer experience and contact center solutions, recently released a research report on potential customer interactions in retail banking in Singapore. The survey was led by Frost and Sullivan. The study found that 40% of Singaporean bank customers will terminate or cancel a bank’s service due to a bad customer experience. One-third of respondents believe that having to repeat information is the main reason for their termination or cancellation.
The purpose of this survey for Genesys was to deepen the understanding of the customer experience of major banks in Singapore and help banks better interact with customers and meet customer needs. In the second quarter of 2017, Frost & Sullivan conducted online research on customers of six industry-leading banks in Singapore. A total of 500 customers participated in the survey. The main areas of concern include:
  • Customer's perception and attitude towards bank customer experience
  • Interactions between customers and banks throughout the interaction life cycle
  • Net customer recommendation (NPS) per bank
  • Identify specific areas that need to improve the customer experience
  • Discover more insights to increase Genesys' interaction with its bank customers
About Genesys
Genesys provides over 25 billion best customer experiences worldwide each year. We successfully build a daily stable and smooth interactive session for any company's customers and employees. More than 10,000 companies and government agencies from more than 100 countries have trusted Genesys to select this industry's #1 customer experience platform, achieving significant business results and establishing long-lasting and solid customer relationships. Combining the best technology and human wisdom, Genesys solutions can truly reflect the user's demands and actually achieve the user's expectations. Our industry-leading solutions can run equally in the cloud or self-built, providing the same functionality and nourishing true omnichannel interaction. Experience the usefulness of communication: smoothness, directness, and skill gain! Follow genesys.com/cn and Genesys Weibo, Twitter, Facebook, YouTube, LinkedIn, Genesys blog, and Genesys WeChat.

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