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5 CX trends that will define the Indian Banking Experience in 2023

3 minutes read

Banks initially began as trusted entities that would act as custodians of their customers’ wealth and channel them toward growth opportunities that would aid in growth and prosperity for all. Cut to 2023, that promise alone does not suffice. The modern account holder holds banks to a higher standard and has little to no tolerance for banks with poor customer experience (CX). 

Over the years, CX has gone from being a frill to an essential component that can have a colossal impact on the bottom line for banks. For 2023, incorporating these trends into workflows will help banks pull ahead of their competitors by a significant margin. 

Applied Analytics

Blake Morgan, a notable customer experience futurist noted that 2023 will be a year of reckoning for brands as rising inflation and thrifty spending will up the ante on brands to satisfy their customers. With a trough of data at their disposal, banks are uniquely positioned to apply all of these insights into architecting a bespoke CX that will signal their commitment to their account holders in these trying times.

Automated Onboarding

One of the greatest challenges that India currently faces is the huge gap between the banking experience in urban and rural areas. With close to 70% of the Indian population being concentrated in these areas, it is vital for banks to design a frictionless and delightful customer onboarding experience that will bring these people into the fold. Such a solution would decrease staffing costs in the long run and translate to more customers in urban areas in light of the fact that over a quarter of banking customers would rather not step into a branch at all.

Hyper-Personalization

An eternal feature that has been topping CX trend lists for years, hyper-personalization will continue to pay off in 2023 as few banks have even attempted to get this right. Boston Consulting Group’s (BCG)’s finds on personalization revealed that when done right, it can result in a 10% increase in annual revenue uplifts till the time competitors catch up. 

As open-banking models start to take off and Indian banks become comfortable with experimentation, hyper-personalized services could serve as a key differentiator for both incumbents and upstarts alike. ABN Amro, one of Europe’s leading banks partnered with Subaio, a Danish fintech firm to offer personalized loans. 

Going Phygital

Much has been written about India’s demographic dividend and the implications it has on global economic prospects. With the world’s youngest cohort of millennials and GenZ alike, Indian banks are at the cusp of a massive demographic change that could be the opportunity of a lifetime. By revamping the bank branches to work with smartphones, banks can ‘humanize’ their systems to provide a wholesome, truly immersive banking experience that gives account holders the best of both worlds. JP Morgan Chase’s decision to open a new digital banking unit in the U.K. is an example of combining the trust of an established bank with the conveniences offered by a neobank.

AI goes deeper

As chatbots start to become a staple in customer service workflows, the next step would be to integrate AI across all customer touchpoints to enable better self-service, quicker resolution, and lower servicing costs. For instance, ICICI bank’s virtual assistant is primed to analyze voice queries to deliver instant solutions, point to appropriate areas, or escalate to a support executive if the need arises.

A Year of Reckoning

2023 will be all about resilience, innovation, and focus as central banks all over the world begin to raise interest rates and tighten expenditures in a bid to curb inflation. For banks, the only way to grow through this crisis is to correct technological debt, digitize relentlessly, and build a razor-sharp focus on their customer experience.

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Empowering Frontline Healthcare Sales Teams with Mobile-First Tools

In healthcare, field sales is more than just hitting quotas—it’s about navigating a complex stakeholder ecosystem that spans hospitals, clinics, diagnostics labs, and pharmacies. Reps are expected to juggle compliance, education, and relationship-building—all on the move.

But, traditional systems can’t keep up. 

Only 28% of a rep’s time is spent selling; the rest is lost to administrative tasks, CRM updates, and fragmented workflows.

Salesforce, State of Sales 2024

This is where mobile-first sales apps in healthcare are changing the game—empowering sales teams to work smarter, faster, and more compliantly.

The Real Challenges in Traditional Field Sales

Despite their scale, many healthcare sales teams still rely on outdated tools that drag down performance:

  • Paper-based reporting: Slows down data consolidation and misses real-time insights
  • Siloed CRMs: Fragmented systems lead to broken workflows

According to a study by HubSpot, 32% of reps spend at least an hour per day just entering data into CRMs.

  • Managing Visits: Visits require planning, which may involve a lot of stress since doctors have a busy schedule, making it difficult for sales reps to meet them.
  • Inconsistent feedback loops: Managers struggle to coach and support reps effectively
  • Compliance gaps: Manual processes are audit-heavy and unreliable

These issues don’t just affect productivity—they erode trust, delay decisions, and increase revenue leakage.

What a Mobile-First Sales App in Healthcare Should Deliver

According to Deloitte’s 2025 Global Healthcare Executive Outlook, organizations are prioritizing digital tools to reduce burnout, drive efficiency, and enable real-time collaboration. A mobile-first sales app in healthcare is a critical part of this shift—especially for hybrid field teams dealing with fragmented systems and growing compliance demands.

Core Features of a Mobile-First Sales App in Healthcare

1. Smart Visit Planning & Route Optimization

Field reps can plan high-impact visits, reduce travel time, and log interactions efficiently. Geo-tagged entries ensure field activity transparency.

2. In-App KYC & E-Detailing

According to Viseven, over 60% of HCPs prefer on-demand digital content over live rep interactions, and self-detailing can increase engagement up to 3x compared to traditional methods.
By enabling self-detailing within the mobile app, reps can deliver compliance-approved content, enable interactive, personalized detailing during or after HCP visits, and give HCPs control over when and how they engage.

3. Real-Time Escalation & Commission Tracking

Track escalation tickets and incentive eligibility on the go, reducing back-and-forth and improving rep satisfaction.

4. Centralized Knowledge Hub

Push product updates, training videos, and compliance checklists—directly to reps’ devices. Maintain alignment across distributed teams. 

5. Live Dashboards for Performance Tracking

Sales leaders can view territory-wise performance, rep productivity, and engagement trends instantly, enabling proactive decision-making.

Case in Point: Digitizing Sales for a Leading Pharma Firm

Mantra Labs partnered with a top Indian pharma firm to streamline pharmacy workflows inside their ecosystem. 

The Challenge:

  • Pharmacists were struggling with operational inefficiencies that directly impacted patient care and satisfaction. 
  • Delays in prescription fulfillment were becoming increasingly common due to a lack of real-time inventory visibility and manual processing bottlenecks. 
  • Critical stock-out alerts were either missed or delayed, leading to unavailability of essential medicines when needed. 
  • Additionally, communication gaps between pharmacists and prescribing doctors led to frequent clarifications, rework, and slow turnaround times—affecting both speed and accuracy in dispensing medication. 

These challenges not only disrupted the pharmacy workflow but also created a ripple effect across the wider care delivery ecosystem.

Our Solution:

We designed a custom digital pharmacy module with:

  • Inventory Management: Centralized tracking of sales, purchases, returns, and expiry alerts
  • Revenue Snapshot: Real-time tracking of dues, payments, and cash flow
  • ShortBook Dashboard: Stock views by medicine, distributor, and manufacturer
  • Smart Reporting: Instant downloadable reports for accounts, stock, and sales

Business Impact:

  • 2x faster prescription fulfillment, reducing wait times and improving patient experience
  • 27% reduction in stock-out incidents through real-time alerts and inventory visibility
  • 81% reduction in manual errors, thanks to automation and real-time dashboards
  • Streamlined doctor-pharmacy coordination, leading to fewer clarifications and faster dispensing

Integration Is Key

A mobile-first sales app in healthcare is as strong as the ecosystem it fits into. Mantra Labs ensures seamless integration with:

  • CRM systems for lead and pipeline tracking
  • HRMS for leave, attendance, and performance sync
  • LMS to deliver ongoing training
  • Product Catalogs to support detailing and onboarding

Ready to Empower Your Sales Teams?

From lead capture to conversion, Mantra Labs helps you automate, streamline, and accelerate every step of the sales journey. 

Whether you’re managing field agents, handling complex product configurations, or tracking customer interactions — we bring the tech & domain expertise to cut manual effort and boost productivity.

Let’s simplify your sales workflows. Book a quick call.

Further Reading: How Smarter Sales Apps Are Reinventing the Frontlines of Insurance Distribution

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