5 Secrets to Excellent Customer Experience in BFSI

BFSI firms share a common problem — outdated legacy systems which are discordant. This means the staff performs highly manual tasks leading to high OPEX (now 68% in BFSI) and poor CX. We’ve got 5 key activities (proven by leaders) to reduce costs, remove inefficiencies, and improve cx in banking. Join us for the most awaited chapter in BFSI digi this year.

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Amazing Customer Experience Made Effortless for BFSI

As per Gartner, over 50% of BFSI organizations have already invested in new technologies with conversational AI being the top preference for most helping deliver tailored experiences at scale and may not help in transforming the BFSI sector. Reactive approach to customer experience in banking is an archaic practice. Today, consumers expect businesses to know their needs beforehand and reach out through the right portals at the right time without being intrusive.

Understand how automation in BFSI can deliver personalized experiences while cutting costs, driving operational efficiency and improving customer satisfaction scores, exponentially.

What will you learn?

Kickstart your automation journey by establishing a critical use case roadmap, from customer service to customer retention.

Develop an innovation culture by re-prioritizing employee productivity and rewarding to boost operational efficiency.

Removing working in silos and focusing on interoperability to help personalize every customer interaction and improve collaboration amongst employees.

Automating workflows for common, repetitive processes such as customer onboarding, policy payments and renewal, claims management and off-boarding.

Building a roadmap for short-term and long-term goals.

About Speakers

Abhinav Garg

Sr. Vice President, Head of Strategy & Change at AXA XL

Abhinav has spent 15+ years with Insurance and Strategy consulting firms like AXA XL, Boston Consulting, and Mckinsey & Company, handling a wide variety of topics across most parts of the Insurance value-chain. He’s also spent time advising clients in the broader Financial services space, across US, Western Europe, and south-east Asia. Abhinav is skilled at designing strategy, transforming it into actions and building ‘high-powered-teams’ to make the strategy an ‘operating reality’ fast! Of late, he’s focused on pulling together a transformation journey for his organization including Heading the Data Transformation, driving broader synergies and standardization, D&I, and climate and sustainability topics. He is an avid car rally driver, a certified para-glider, and a massive sports enthusiast.

Tanmay Shah

AVP, Conversational AI at Axis Bank

Tanmay is an experienced Management Consultant and Product Manager with 10+ years of experience in managing large scale Digital Transformation projects. Previously, he has worked with companies like JP Morgan India and HSBC Hong Kong for implementing their Global and APAC Digital projects respectively. More recently, as part of Bank’s Innovation team, Tanmay has been working with FinTech start-ups to implement their solutions to digitize Customer journeys and automate Bank’ internal processes. His area of focus has been Conversation AI, Chatbots, Speech Analytics and RPA. He is an alumnus of Hong Kong University and London Business School.

Shekar Murthy

Chief Customer Officer at Yellow.ai

Shekar is an experienced senior technology professional focused on designing and managinglarge-scale, enterprise wide digital, automation and contact center technology transformationprograms. He has utilized 22+ years of strong leadership, problem solving and technical skills toidentify emerging technology trends, define vision and strategy, mobilize internal and externalresources, and build strong relationships with business partners and technology vendors.