customer servicing landscape. However, ADCB being the third largest bank in UAE it lacked engaging with its customers in a more efficient and effective way. Also, the important and major existing system of the bank lacked a consistent, cohesive and integrated customer focused framework. Due to which the bank was not able to provide potential and existing customers with the amalgamated and rich experience which was important to serve and retain them. As a result the bank had various operational, business…
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