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} function closeForm() { document.getElementById("gcnform").style.display = "none"; } </script> <script> (function(i,s,o,g,r,a,m){i['GoogleAnalyticsObject']=r;i[r]=i[r]||function(){ (i[r].q=i[r].q||[]).push(arguments)},i[r].l=1*new Date();a=s.createElement(o), m=s.getElementsByTagName(o)[0];a.async=1;a.src=g;m.parentNode.insertBefore(a,m) })(window,document,'script','//www.google-analytics.com/analytics.js','ga'); ga('create', 'UA-55185725-1', 'auto'); ga('send', 'pageview'); </script> <table id="IFrameMasterTable" border="0" align="center" cellpadding="0" cellspacing="0" style="font-family: 'Open Sans', sans-serif; padding: 10px; width:100%; "> <tbody><tr> <td valign="top"> <table width="100%" border="0" align="center" cellpadding="0" cellspacing="0"> <tbody><tr> <td class="PageHeader2" style="width: 100%;"> <table width="100%" border="0" align="center" cellpadding="0" cellspacing="0"> <tbody><tr> <td class="PageHeader2" style="width: 100%;"> <div> <div> <ul class="PageSections_4PartWithBanner1" style="padding: 15px;"> <li class="PageSection_LIP" style="font-family:'Open Sans', sans-serif !important; width:100% !important"> <div style="font-weight: bold; margin-top: -10px; color:rgb(23,66,107); font-size: 22px; margin-bottom: 5px; font-family:font-family:'Open Sans', sans-serif !important; text-align: center ">Customer Experience Management: Critical Factors and Key Parameters Driving the Indonesian Banking Sector</div> <div style="font-style: italic; margin: 10px 0px 0px 0px; font-size: 14px !important; text-align: center">Benchmarking industry excellence in delivering a superior customer experience</div> <p style="font-weight: bold;text-align: justify; margin-bottom: 10px; margin-top: 10px; font-family: 'Open Sans', sans-serif">Research Overview</p> <p style=" font-family: Segoe, 'Segoe UI', 'DejaVu Sans', 'Trebuchet MS', Verdana, 'sans-serif'; font-size: 15px; font-weight: normal; padding-top: 0px; margin-top: 0px; padding-right: 3px; line-height: 1.8EM; text-align:justify">Customer experience is the accumulation of a customer's experiences throughout his/her journey with a supplier across functions, products, services, and touchpoints. This study adopts the proprietary Customer Experience Index methodology and the widely used Net Promoter Score metric to understand the dynamics between customers and retail banks in Indonesia. The country continues to capitalize on the growing number of retail bank users in Southeast Asia as many individuals rely on banking services and products for both personal and business uses. </p> <p style=" font-family: Segoe, 'Segoe UI', 'DejaVu Sans', 'Trebuchet MS', Verdana, 'sans-serif'; font-size: 15px; font-weight: normal; padding-top: 0px; margin-top: 0px; padding-right: 3px; line-height: 1.8EM; text-align:justify">Frost & Sullivan’s Customer Experience Management study in the banking sector explores customer experience among banking providers in Indonesia. The study focuses on critical factors that influence customer behavior throughout the three stages of their retail decision-making journey: pre-purchase, purchase, and post-purchase. At each stage, the study evaluates the key parameters that contribute to customers’ decision to purchase from and transact with a retail bank as well as their preferred channels or touchpoints.</p> </p> </li> <li class="PageSection_LIP" style="font-family:'Open Sans', sans-serif !important; width:100% !important"><div> <div align="center"> <div style="display: inline-block; margin: 4px"><a class="ready-btn page-scroll" href="https://store.frost.com/indonesian-banking-customer-experience-management-study-2021.html?utm_source=newsletters&utm_medium=email&utm_campaign=eejul21&utm_term=EEBFS1T&utm_content=EEBFS1T" target="_blank" style="margin-top:11px">Table of Contents</a></div> <div style="display: inline-block"> </div> <div style="display: inline-block"> <a class="req-btn page-scroll" href="https://insights.frost.com/Newsletters?gon_qs=EEBFS1RS" onclick="return loadIframe('ifrm', this.href);">Request Sample</a> </div> </div> <div class="AccordionGroupHeader" style="margin-left: 0px; padding-left:0px;width: 80%; margin-top: 10px">GROWTH PIPELINE DIALOG™</div> <p style="text-align: left; margin: 5px 5px 10px 0px; margin-left: 0px">Take your first step towards achieving growth-centric solutions with our <a href="https://hub.frost.com/gpdialog/?utm_source=newsletters&utm_medium=email&utm_campaign=eejul21&utm_term=GPD&utm_content=GPD" target="_blank" >Growth Pipeline Dialog™</a>. Speak to our industry experts in a complimentary open discussion that will spark innovative thinking and growth opportunities that will benefit your organization. </p> <p></p> <div class="AccordionGroupHeader" style="width: 80%; margin-top: 10px">HAVE A SUBSCRIPTION?</div> <div style="text-align: center; margin: 5px 5px 10px 0px; margin-left: 5px"><strong>Access Research Via</strong> </div> <div align="center"> <div style="display: inline-block; margin: 4px"><a class="ready-btn page-scroll" href="https://member.frost.com/login?reportID=PBC6-01-00-00-00" target="_blank" data-popuptype="link">Member Portal</a></div> <div style="display: inline-block"> </div> <div style="display: inline-block"> <div class="exampleContainer"> <div class="exampleLive" style="margin:4px"> <a href="https://cds.frost.com/p/297230703?utm_source=newsletters&utm_medium=email&utm_campaign=eejul21&utm_term=EEBFS1C&utm_content=EEBFS1C#!/ppt/c?id=PBC6-01-00-00-00" target="_blank" class=" ready-btn page-scroll"> Client Delivery Portal</a> </div> </div> </div> </div> </div></li> </ul> </div> </div> </td></tr></tbody></table> </td></tr></tbody></table> </td></tr></tbody></table> <script src="https://insights.frost.com/hubfs/Testing/jquery.min.js"></script> <!-- Contact Form JavaScript File --> <script src="https://insights.frost.com/hubfs/Testing/main.js"></script> </body><loom-container id="lo-engage-ext-container"><div></div><loom-shadow classname="resolved"></loom-shadow></loom-container></html>