UX Research & Design

My Experiences with Banks: An Introduction to Omni-Channel Customer Experiences

Customer Experience Gap in Banks

Recently, I had to reach out to two MNC banks for requesting past credit card statements for claiming a refund. This was complicated by the fact that I had cancelled these cards a while back. In the case of Standard Chartered Bank (SCB), the experience was excellent and the interaction was smooth. Standard Chartered’s customer support representative was able […]