Customer experience

1. Touchpoints

1.1. Online

1.1.1. Web

1.1.2. App

1.1.3. ATM

1.2. Offline

1.2.1. Branch

1.2.2. Phone

1.2.2.1. IVR

1.2.2.2. Agent

2. Objectives

2.1. Drive awareness

2.2. Optimize current setup

2.3. Inventions/New additions

3. Metrics

3.1. Contact rate

3.2. MCX Score

3.3. CSAT/NPS

3.4. Retention/Atrrition

3.5. Digital Adoption

3.5.1. New digital enrollments

3.5.2. Digital engagement

3.5.3. Funnel Completion/ Abandonment rate

3.6. Revenue

3.7. Interaction duration

4. Lob

4.1. Cards

4.2. Bank

4.3. MRC