Customer Experience

On a recent trip to Cape Town, South Africa, I realized how frictionless and borderless travel has become. A decade ago, visiting any country required you to exchange your dollars at the airport, and spend the local currency in town. Today, things are digital and cashless, with little need for…

Public sector companies in the financial sector in India are reporting record profits. However, a visit to any of their branch offices shows that nothing much has changed since the 80's. What explains this dichotomy?