Axis 2.0 Digital Banking

Embedding customer obsession through Sparsh Sparsh's 4 building blocks will help deliver our aspiration to become India's most customer-obsessed bank AXIS BANK Become distinctive in customer-obsession... ...by leveraging 'Sparsh' building blocks Rise to #1 Raise our aspiration to be ranked #1 on NPS Delight customers and fulfill dreams Convert customers to promoters through delight across key signature moments Craft delight journeys Embedding customer obsession in focus businesses Create 85k+ delight advocates Embed STAR behaviours; change management at scale Deliver smart banking everyday Leverage smart solutions like digital and analytics everyday to bring alive the Axis promise Become empowered Empower employees to deliver customer obsession in everyday interactions Build institutional capabilities Sparsh forums (Sparsh day/architect), Omnichannel, 360° view of customer voice Measure and act on customer feedback NPS, CX Index, select business & operating metrics 16

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