Porsche Consulting, June 2023

Banks are under increasing pressure to digitize their operations and enhance customer service to stay competitive in the evolving financial landscape. Two crucial divisions, service centres, and banking operations play a vital role in customer satisfaction, but many banks struggle with inefficient processes and outdated technology.

Porsche Consulting suggests ten levers, including easy-to-use products, multichannel experiences, 24/7 customer service, and the integration of AI solutions, to transform service centres and banking operations into highly efficient, customer-centric divisions that meet evolving customer needs while reducing costs per interaction.

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