The IDC Perspective discusses how Federal Bank, a leading private sector bank in India, prioritized customer experience (CX) transformation as a key business objective. Facing challenges like fragmented customer data, high acquisition costs, and inconsistent experiences, the bank partnered with Infosys and adopted Oracle's CX Cloud suite to modernize its CRM systems. This transformation improved omni-channel engagement, data-driven insights, sales productivity, and marketing strategies. The report also provides advice for organizations on successful CX modernization and selecting the right implementation partners.

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