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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

Watch the Webinar

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


Puneet Kapoor
Puneet Kapoor
Puneet 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. Puneet joined Kotak Mahindra in October 2002 as part of the project team to set up the branch banking business. He was instrumental in putting together the framework of retail branches including work flows. With the launch of the Bank, Puneet took over as the Regional Head – West for retail liabilities & branch banking and led the business to establish its presence across Mumbai, Gujarat and Pune.
Avishek Nandy
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. Watch the webinar First Name* 0 of 30 max characters Last Name* 0 of 30 max characters Business Email* Organization* 0 of 250 max characters Designation* Region* To subscribe and receive future communication from SunTec, tick the box CAPTCHA