Is CRM a vaccine against VUCA – 21

Taking advantage of digital transformation, the BFSI sector has taken a giant leap to become rigorously customer-centric. One must not forget that the first step towards customer centricity was the CRM system, a technology that pre-dates digital transformation.

2021 is an extreme VUCA situation besieged by pandemic, lockdown, cyclones, wars….and perhaps more. Banking Frontiers organized a panel discussion to explore how CRM can play the role of a vaccine against VUCA-21 and to answer questions about its role in the pandemic and post-pandemic scenario.