Explore more Categories
Artificial Intelligence involves the science and engineering of developing intelligent machines
The manufacturing world is at a cusp of a new revolution that will redefine conventional business models
IoT will have a major impact on businesses and consumers in the future
The world is creating 2.5 exabytes of data daily
Our research seeks to connect-the-dots across multiple trends
Personal Robots are Set to Be a $19 Billion Market
Strategic Analysis of BREXIT and its Implications to Industries, Economies and Societies
Time for a Digital Revolution in the Women’s Health Market
iFrost is a digital platform for interactive and dynamic reporting of data.
The TOEs are a great source of information which gives corporates critical information on companies to action for their strategic investments either as an open source platform or to collaborate and to develop successful products
Benchmarking Industry Excellence in Delivering a Superior Customer Experience
* Required Fields
Pay by invoice
Frost & Sullivan's Customer Experience Management study in the retail banking sector explores customer experience among banking providers in the Philippines, mainly the Philippine National Bank (PNB), BDO Unibank, Bank of the Philippine Islands (BPI), Metrobank, Union Bank, and Landbank. Customer experience is the accumulation of a customer's experiences throughout his/her journey with a supplier across functions, products, services, and touchpoints. The Philippines continues to capitalize on the growing number of retail bank users in Southeast Asia as many individuals rely on banking services and products for personal and business uses.The research focuses on the critical factors that influence customer behavior throughout the three stages of their retail decision-making journey: pre-purchase, purchase, and post-purchase. At each stage, the study evaluates the key parameters that contribute to customers' decision to purchase from and transact with a retail bank and their preferred channels or 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 retail banks in the Philippines.Author: Krishna Baidya
North American Contact Center Buyers Guide, 2021
North American Customer Experience Outsourcing Services Market Growth Opportunities
Frost Radar™: Latin American Cloud Contact Center Market, 2021
Social Media Analytics Transforming Global Customer Experience (CX) Services
Global Visual Engagement Tools Growth Opportunities
Philippines Telecommunications Customer Experience Management Study 2021
Indonesian Banking Customer Experience Management Study 2021
Indonesian Telecommunications Customer Experience Management Study 2021
Improving Customer Journeys with Biometric Authentication Systems
Frost Radar™: North American Enterprise Cloud Contact Center Market, 2021
power electronics market
3d printer market share
natural gas market
commercial aircraft market forecast
smart wearables market
residential energy storage market
diabetes care devices market
electric car market
wound care market
Don't have an account? Create One!
Enter your Email Address here to receive a link to change password.
If you are an existing frost.com user, please register using the same email for seamless access
Already have an account? Login!
Use your Linkedin account to login or register within our store.You're just one click away.