COMMERCIAL BANK OMNIKANAL ENVIRONMENT OF THE CUSTOMER EXPERIENCE (CX) MANAGEMENT COMMITMENT

Abstract

Omnikanal environment of commercial banks in this thesis customer experience (customer experience - CX) and customer commitment management issues covering. As a result of the expansion of digital banking services of bank of communication with the customer mobile apps, internet banking, koll center, social network, chat-bot and multiple channels, such as in branch are carried out. For this reason the particular channel according effective, all communication are the formation of a continuous and holistic customer experience in point of strategic importance. Thesis cx to form factors, the main determinant of the faithful, and the bank omnikanal based practical recommendations for management mechanisms.