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Along with healthcare, retail was one of the industries most impacted by the COVID-19 pandemic, which forced rapid change and innovation because retail goods and services are often necessities in peoples lives, not nice-to-haves as seen in the travel and hospitality sectors, for example. In some of these verticals, customers slowed down or stopped...

Frost & Sullivan’s 2025 IT decision-maker (ITDM) survey was conducted to gain insights on the following end-user organizations’ priorities: - Demand for cloud/mobile private branch exchange (PBX)and unified-communications-as-a-service (UCaaS) functionality - Evolution of enterprise telephony/business call control environments - Demand for mobile...

The US military intelligence (MILINT) analytics industry is undergoing a structural transformation as defense and intelligence agencies transition from platform-centric architectures to AI-native, data-centric, and decision-driven operational models. Intelligence systems are no longer confined to post-processing and retrospective analysis, instead ...

While grid modernization is still high on the agenda, utilities in the United States are also looking for smarter solutions that in part can maximize existing assets without having to replace every single power and distribution transformer. As a result, an untapped need to inject improved situational awareness of assets is shaking up industry dynam...

Increasing penetration of environment-friendly fire suppression agents and advanced fire detection technologies is playing a critical role in shaping market dynamics. Stricter enforcement of building and fire safety codes will improve not only the awareness but also the penetration of advanced fire safety equipment. This study discusses the market ...

Despite an industry shakeup involving much consolidation, divestment, and a temporary suspension of the federal ESPC program, the United States energy service company (ESCO) market is once again viable and growing. The market has seen solid growth and an increased awareness among end users about the importance and necessity of energy services. Inc...

Probiotics as a concept first emerged in Japan and quickly spread to the rest of world. There has been spectacular growth in the probiotics market since then and is one of the most prominent success stories in the history of functional foods development worldwide. The Indian probiotics market is however very nascent typically in food & beverage app...

Software-defined Wide Area Network (SD-WAN) continues to attract the attention of enterprises eager to leverage the business benefits offered by the technology; for example, faster deployment of branch sites, cost savings from using private and public networks, optimized cloud connectivity, and application-aware routing. In this report, we provide...

07 May 2021  |  Asia Pacific  |  Customer Research

Customer Experience Management Study—Malaysian Banking Sector 2021

Benchmarking Industry Excellence in Delivering a Superior Customer Experience

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Customer experience is the accumulation of a customer's experiences throughout his/her journey with a supplier across any and all functions, products, services, and touchpoints. This study adopts the proprietary Customer Experience Index methodology and the widely used Net Promoter Score metric to understand the dynamics between customers and retai...