Skip to main content

Save or Share this Report

For eBusiness & Channel Strategy Professionals

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

December 14, 2020


Why Read This Report

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.

Get Access

Already a Client?

Log in to read this document.

Become a Forrester Client

Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer. Contact us to learn more.

Purchase Report

This report is available for individual purchase ($745 USD).


Table of Contents

  • Intelligent Automation Delivers Seamless Omnichannel Service
  • Situation: A Growing Customer Base Required Smarter Digital Channels
  • Approach: Make Foundational Investments In Intelligent Automation
  • Results: Customer Experience, Upsell, And Query Resolution Improved
  • Recommendations

  • Sound Design Principles Are Core To Automation Success
  • Supplemental Material
  • Related Research Documents

Recommended Research