Retaining and Growing Customer Loyalty with Empathetic Banking

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Customer expectations from banking services were changing dramatically even before the pandemic, with customers demanding seamless and personalized experience especially high service levels. While banks were already going digital and adopting technology transformation programs to retain and grow customers, the pandemic further accelerated this phenomenon. In disruptive times like these, banks need to reimagine the way they engage with customers, offering them transparency and flexibility.  

Join our webinar to gain industry-specific insights into how you can focus on customer centricity to survive and thrive in this digital economy. 

Key topics that will be covered include: 

  • Creating a digital bank that is choice, transparency, and self-service driven
  • Establishing a changed ecosystem in terms of systems and structure
  • Building capability to win customer loyalty 

Duration: 1 hour (including 15 min Q&A) 

Hosted by: Madhur Jain, SunTec Business Solutions 


Puneet Kapoor

Puneet Kapoor is the President – Products, Alternate Channels and Customer Experience Delivery at Kotak Mahindra Bank Limited. He heads the mid office functions for the Consumer Bank, which covers – the Voice Channel, ATM & Branch Automation, Currency Chest and Door Step Banking, Deposit, Debit & Third-Party Distribution Products, the Priority Banking Program, Customer Value Management & Data Analytics, Transaction Risk Control, Functional Training & Processes and Service Quality. 

Avishek Nandy

Avishek Nandy is a Partner based in Bain & Company’s Singapore office. He is an expert in the firm’s Financial Services, Organization and Strategy practices. Avishek holds deep expertise across the financial services sphere, specializing in wealth and asset management, private and retail banking, as well as insurance. He focuses on strategy and full potential transformation, with particular expertise in digital, organization design and Customer Strategy & Marketing. 

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