To create a deliberate and differentiated Customer Experience, the Overseas-Chinese Banking Corporation, one of Singapore's leading local banks, set up 12 core business processes to deliver products and services, with process performance targets set and process owners assigned. 12 key attributes were identified for each customer segment in order to meet and exceed each segment’s…

BPIR Categories

1.1.1 Customer performance/satisfaction measurement
1.3.2 Determine & provide customer contact mechanisms
1.1.5 Conduct customer surveys

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