BFSI: Connected Customer Experience

“The Future of BFSI is connected”. Over the past couple of years, we have witnessed that BFSI sector has changed its traditional way of functioning. This is the fact that banking and financial institutions have adopted the modern and agile advanced technology to address the challenges and meeting their customer’s expectations seamlessly.

According to PWC report, 80% of traditional banks and financial firms will disappear soon that haven’t accepted the modern way of functioning through technology. To remain ahead in the race of delivering a better and connected customer experience this competitive era whether it is “Online” or “Retail”, banking and financial institutions need to be digitally transformed and must take strategic approaches to meet the demands of the customers.

Meeting the customers expectations could be a bit challenging as every single customer expects the personalized experiences as part of customer journey. Is digital transformation or digitally equipped with AI, ML, Cloud Network or Blockchain enough to meet ever-changing customer expectations. What could be the right blueprint which banks and financial institutions can have?

The exclusive round table with the theme: BFSI: Connected Customer Experience will witness discussions around how banks & financial institutions can win the competitive race to stay ahead in delivering the cutting edge connected customer experience.

Speaker

Akash Desai
Director, Solution Consulting
ServiceNow

Arpanarghya Saha
Chief Digital Officer
Nippon Life India Asset Management

Lalit Trivedi
Head – IT & CISO
ITI Mutual Fund Trustee

Milind Varerkar
Dy CGM – IT
Saraswat Bank

Zeenat Mongal
Head Customer Experience
ICICI Lombard General Insurance

Saurabh Chandra
Managing Director
BCG
Moderator

Agenda

3:00 – 3:05 Welcome & Introduction by The Economic Times
3:05 – 3:55 BFSI: Connected Customer Experience

In this session, we will focus on:

  • Trends Transforming Digital Customer Experience in BFSI
  • Tracking the customer changing journey across all channels
  • The Inextricable Link Between Data and Customer Experience
  • An approach to Online Banking in the Vernacular
  • Staying ahead of the Curve in Cyber Security
  • Data Science: Risk Assessment and Data Intelligence

Tips for Improving or standardizing the customer experience across digital channel
3:55 – 4:00 Closing Remarks

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