The last 5-6 years have been a turning point for CX in the Middle East region. Thus, VOC has been in the spotlight.
The customer has been empowered and informed that “your voice matters”. Therefore, there is more onus on BFSIs to not take customer feedback lightly.
Customer behaviour has changed, thus whilst bots/ AI can glamourize the perception of the BFSI institution, today’s customer is well informed to rate t