Customer Experience

The New Normal for Banking and Financial Services Institutions

When COVID-19 hit banking and financial services institutions, they faced many challenges, for example, infrastructure to send the employees home immediately, remaining compliant, companies were concerned and in many cases unwilling to share PII data with service representatives. As a result, institutions and their partners were able to innovate, come up with various solutions collaboratively via gamification, digital adoption, automation, and leveraging other channels to overcome these challenges. This ensured an effective and secured business continuity plan and ensured the customer data was protected. In this podcast, Mamta and Cesar will provide plenty of insights on how COVID-19 has impacted the Banking and Financial Services industry, lessons learned, solutions to overcome challenges, how companies adapted and managed during this crisis, and what companies can do to mitigate these risks in the near and long term.


Mamta Rodrigues - Division President, Banking, Financial Services, and Insurance, Teleperformance

Cesar Soliman - VP, Banking, Financial Services, and Insurance, Teleperformance

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