Adobe Digital Dialogue

Banking on digital to drive customer experiences

From how employ­ees col­lab­o­rate with one anoth­er, to how a brand com­mu­ni­cates with its cus­tomers — the role of dig­i­tal tech­nolo­gies is today of prime impor­tance in each aspect of busi­ness oper­a­tions, and a sol­id online mar­ket­ing strat­e­gy cru­cial to the suc­cess of a brand in any giv­en indus­try.

With the dig­i­tal wave trans­form­ing the way peo­ple inter­act with brands across mul­ti­ple online and offline touch­points, cus­tomers’ expec­ta­tions are dynam­i­cal­ly evolv­ing. It is fast becom­ing the norm for a brand to make intel­li­gent use of cus­tomer infor­ma­tion and pref­er­ences, and ensure that every piece of cus­tomer engage­ment is seam­less and rel­e­vant. Com­pa­nies that aren’t embrac­ing this wave of dig­i­tal dis­rup­tion are fast becom­ing obso­lete, and are already feel­ing the heat of los­ing cus­tomers to com­pet­i­tive brands that are suc­cess­ful­ly lever­ag­ing dig­i­tal tech­nolo­gies to deliv­er com­pelling and cus­tomised cus­tomer expe­ri­ences.

Over the years, the heav­i­ly reg­u­lat­ed finan­cial ser­vices indus­try in India has made steady progress towards adop­tion of tech­nol­o­gy. With cus­tomer inter­ac­tions tran­si­tion­ing fast to the online world, lead­ing banks have trans­formed their dig­i­tal strate­gies to ensure they deliv­er on their cus­tomers’ chang­ing pref­er­ences in a seam­less and secure man­ner. Today, brands in the bank­ing space are pow­er­ing their cus­tomer engage­ments with insights derived from trans­ac­tion­al and inter­ac­tion­al behav­iors, and the pos­si­bil­i­ties that big data enables are now set to take the pow­er of per­son­alised bank­ing to the next lev­el.

Fuelled by a strate­gic focus on dig­i­tal tech­nolo­gies, IDFC Bank has been among the first in the indus­try to take the lead in opti­mis­ing the capa­bil­i­ties of the brand’s web­site and mobile appli­ca­tion. Watch this video to under­stand how Adobe Expe­ri­ence Cloud helped IDFC Bank main­tain a sol­id dig­i­tal foot­print, low­er branch drop-ins, and deliv­er excep­tion­al cus­tomer expe­ri­ences.

Customer Experience, Events

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