From 5 Star to 7 Star in Productivity: Excellence in Banking with Customer and Employee Centricity

The Financial Services Practice released this report along with The Federation of Indian Chambers of Commerce and Industry (FICCI) and Indian Bank's Association (IBA) titled From 5 Star to 7 Star in Productivity—Excellence in Banking with Customer and Employee Centricity.This study takes the next step from the BCG FICCI IBA 2011 Banking Productivity report and addresses two more powerful levers which can provide a boost to productivity—richer customer understanding leading to customer centric approach and deeper engagement with employees for higher efficiency.