How long do customer insights gather dust in the systems of your organisation before anyone acts on them? Consider a typical Sacco environment where a member's loan application stalls for weeks.
The proof of their frustration exists across three corporate systems: a timestamp in the core banking database, an angry call log in the customer relationship management software, and a ticket in the complaints registry.
The data is all there, but because the departments don’t communicate with each other, a decision that should take less than five days ends up taking more than three weeks.
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