Customers Quote by Chanda Kochhar
“What we see is that we actually have digital channels through which the customers interact, but we also take the absolute brick channels, which is the branch, and convert that experience into a more digitised experience.”
About This Quote
Source Speech: Business conference, 2018, null
Companies must blend physical and digital customer touchpoints, turning traditional brick‑and‑mortar experiences into seamless digital interactions.
In simple terms: Integrate offline and online channels for better customer experience.
Key Takeaway
Prioritize omnichannel integration.
Themes
business
digital transformation
customer experience
omnichannel
strategy
Mood
strategic
forward‑looking
analytical
Type
business
strategic
When to use this quote
- retail stores
- bank branches
- e‑commerce sites
- customer service centers
Key Concepts
technology
channel integration
user journey
Questions to Reflect On
- How will you measure success of digital integration?
- What challenges might arise in merging channels?
A Different Perspective
Implementation can be costly and complex for legacy systems.
