Case Study

Case Study: SBI Card Transformed Digital Customer Service With Targeted Automation

December 14th, 2020
Vasupradha Srinivasan, Principal Analyst
Vasupradha Srinivasan Principal Analyst
Arnav Gupta, null
Arnav Gupta
With contributors:
Ashutosh Sharma , Sukriti Dangi , Bill Nagel

Summary

Leading Indian credit card and financial services provider SBI Card transformed its end customer experience (CX) with targeted AI and automation initiatives. SBI Card put together a mix of automation solutions atop a robust analytics and AI backbone to accelerate its ability to launch business solutions such as chatbots and intelligent process automation. This report outlines some sound operational and design practices that digital strategy leaders on similar automation journeys can adopt to deliver a seamless mobile-first CX.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.