This article is part of a Spotlight series on how brands in Australia can craft better digital experiences for consumers. Read more
Legend has it, the banking sector was touted to be one of the top contenders for disruption by the forces of digital transformation. Half a decade ago, Harvard Business Review published a report quoting that 61% of the surveyed banking executives anticipate their industry to be moderately or massively disrupted in the next 12 months.
Then in 2017, Forrester’s CX ROI modelcategorised the relationship between revenue and customer experience (CX) score of banks...