Kasikornbank (KBank) has earmarked several billion baht for a sweeping structural overhaul of its customer service over the next three years.
Teeranun: Plan could transform company
The move is aimed at delivering a digital lifestyle experience for KBank's customers in accessing services through digital channels.
President Teeranun Srihong said KBank is moving forward with its business re-engineering plan, scheduled to begin by 2016.
"The overhaul is aimed at transforming the customer experience, from bank branches to our website," he said.
Mr Teeranun said the spending will go mainly to big-data analytics to improve handling of customers.
KBank spent at least 10 billion baht on its transformation project over the past four years, using technology as a strategic business tool.
Mr Teeranun said the transformation is making a robust change to KBank's business processes.
"It could transform our company into a truly customer-centric organisation," he said.
The number of customers rose in the period by nearly 50% to 10 million.
Given the slowing economy, Mr Teeranun said firms must conduct risk management to support better decision-making.
Risk management is the process of analysing and responding to risks.
Mr Teeranun said Thailand's growth is slowing and the baht looks set to weaken. Consumer spending is also suffering amid rising household debt. The US and Japan have stayed on track, but doubts remain as to whether US investors will put money back into their home country.
The Thai government should move ahead with spending on 2 trillion baht in infrastructure megaprojects to boost the domestic economy and enhance business confidence, said Mr Teeranun.
About the author
- Writer: Suchit Leesa-nguansuk
Position: Senior Reporter