The Customer Engagement Capability Framework: A guide to the ideal SME Banking distribution model
SME banking is evolving, and banks must adapt to meet the changing needs of their customers. That’s why, following extensive research and collaboration with leading SME banking executives worldwide, VeriPark and Qorus have developed a powerful new resource to help banks optimize their SME distribution strategies.
This report, "Transforming SME Distribution: A Strategic Framework for Customer Engagement," brings together insights from surveys, interviews, and real-world case studies to provide a comprehensive guide to:
- Segmentation – Understanding SME customers at a deeper level
- Channel Optimization – Balancing digital efficiency with human-led engagement
- Service Unification – Creating seamless, integrated banking experiences
Introducing the Customer Engagement Capability Framework
Building on this research, we have developed the Customer Engagement Capability Framework—a structured model designed to help banks assess, benchmark, and enhance their engagement strategies across digital and human-led channels.
With this framework, you can:
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Set clear strategic goals
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Evaluate your current engagement maturity
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