Summer Internship Program 2022

Weekly Report

Applicant ID: 4819424

Name: OSHIN JAIN

Campus Name: INTERNATIONAL MANAGMENT INSTITUTE, BHUBNESHWAR

Business Group: RETAIL BANKING GROUP

Project Title: IMPROVING CUSTOMER RELATIONS

Guide Name: MAYUR MOHAN JOHARI

Buddy Name: PRAMOD SHUKLA

Objective: The goal of this project is to improve the consumer experience.

In banking, customer experience refers to a client's whole connection with multiple touchpoints,
such as online banking systems, emails, call centers, online advertising, in-person interactions,
and even social media. The goal of this project is to study how banks deal with improving
customer experience through extensive research, as well as to observe and learn about current
gaps and provide inputs based on my knowledge and expertise.

Day 1: of internship started from 4th of April 2022. First day was Induction program where we
were introduced to our work profile and work culture at ICICI bank. As far as my understanding,
will be upskilled with tremendous knowledge under Banking and Finance, Moreover, Retail and
corporate banking posts will be good to learn.
Started interacting with Mr. Pramod Shukla [Buddy] from day 1. Got to know about the
objective, work role, proceedings, updates [KPI’s] and future actionable. Mr. Shukla visualized
us the whole exertion.
Dissected the learnings from the induction ceremony, connected with buddy about the project
that was assigned, the project was titled "improving customer experience," and we had an in-
depth discussion about what that meant, touching on the theoretical aspects of it, so that it could
be implemented practically. There was also a brief discussion on "how to get input from
customers on the products and services they already use?"
Day 2: From next day onwards [5th of April 2022], got quick introduction to the team, summary
of the project as the project's goal is to improve customer experience, we focused our
conversation on real-time consumer feedback and data collection, also with option of doing a
consumer survey using Google Form. I gained a better understanding of how ICICI takes
feedback, the importance of NPC and FC, a hint about online banking and how it has made
things easier for consumers (IMPROVED CONSUMER EXPERIENCE), and a quick discussion
of ICICI's STACK MODEL so that I have a better understanding of the firm's structure.
Day 3: We discussed the parameters that sum up the total consumer experience, as well as how
we might improve it. He addressed the study I'll have to do for the same. For my analysis, I've
been encouraged to examine a few previously released research papers.
Gone through the research papers and got some insightful information and accordingly framed
some plan of actions. Then we had a deep conversation about the comparative study that is
required to comprehend how ICICI makes things easier for its customers. We also covered what
ICICI expects from its interns, which was crucial for me to understand in order to reach my final
goal. Finally, what is the scope of the project and how should I proceed? Before we meet again,
I'm supposed to learn more about the project.

Day 4: Moving ahead, I enthusiastically accepted the task to learn more about the project's
scope. Continuing our conversation on improving the user experience, we addressed a few
factors on which the survey should be carried out, including easy accessibility, real-time support,
and data security, to name a few. To which my buddy replied, "Don't generalize your thinking,"
and urged me to think of something original. We talked about the real-time issues that a bank
faces, such as branch comments. To give bank a score, random sampling would not be an
accurate parameter. We conducted a session on fixed deposits, a retail banking product, while
discussing these topics. As my buddy feels that one should have a thorough knowledge about the
products before commencing the project.
Day 5: As assignment work assigned by the Buddy, I Followed up on the assignment, I read two
study papers, which then I passed on to buddy. We also carried forward our knowledge of fixed
deposits, such as FD card, FD life, FD invest, and FD health. I realized how adaptable and
reliable bank policies are. It is also suggested that I expand my knowledge of improving user
experience.

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