We need to retire the outdated notion that customer experience (CX) is a “soft” discipline. We must also consciously look out for and avoid the infamous “customer centricity” trap. Because, let us be honest with ourselves, customer centricity has become the most abused buzzword in our industry. Instant approval, instant disbursement, instant gratification, instant settlement of disputes. This very balance sheet of customer experience, measured in trust, clarity, and ease, will tell us if we can survive the next decade.

Source: Dhaka Tribune March 04, 2026 05:53 UTC