Delivering an excellent customer experience is crucial to any and every industry, but more so the Banking & Financial Services Industry, because customers are trusting this industry with their money.
Business growth in the BFSI sector is driven by superior digital customer experience – where they have complete access to finance from any device, anytime and anywhere – ability to prioritize customer data security and privacy, set up automatic payments, make deposits any time, get automated financial advice, personalized real-time assistance and more. Moreover, they also have to smartly manoeuvre this landscape, given the competition in the industry.
Even though the COVID 19 pandemic posed harsh challenges it came with its own set of positives. It changed CX and modernized it for the better. It pushed the BFSI sector to organize and analyze their data and put it to good use to make more informed decisions and leverage customer centricity.
Speeding up the introduction of digital solutions & digital offerings seems the best way going forward. All that needs to be done is show agility and precision in adapting to new technology. These challenging times have illuminated why adopting a customer centric mind-set will be so critical as we work our way back to the world we once knew.
Presenting Partner
Ameyo is an Omnichannel customer engagement platform that empowers customer experience teams to deliver exceptional customer service.
With Ameyo, it’s easy to deliver end-to-end automation for the most demanding customer engagement processes. We’ve over 2,000 organizations including HDFC Bank & Byjus running mission-critical processes and workflows on Ameyo.
Conversations across marketing, sales & service on any engagement channel can be served from a single platform. Our solutions also include case management, outbound dialer and Customer Service CRM, combined with powerful reporting and dashboards that surface actionable insights.
Ameyo’s user-friendly product experience means it’s a platform that agents & supervisors are excited to use, saving time and enhancing productivity. Our products are configurable to your company’s processes which allows you to save operational costs along the way.
Ameyo now serves the end-to-end need of message to bot to human and has been providing customer engagement solutions for the last 17+ years. We’re recognised by Gartner, Forrester, Nasscom and TMCnet. Visit us at www.ameyo.com
Our Speakers
Sachin Bhatia
CEO
Ameyo
Pankaj Gupta
Chief Technology Officer
Bharti AXA Life Insurance/h5>
Vivek Zakarde
Vice President – Analytics
IIFL
Pritiman Sarkar
Sr. Vice President
SBI Cards and Payment Services Ltd.
Ashish Nigam
Chief Information Officer & Chief Technology Officer
PTC India Financial Services Ltd.
Rajpal Duggal
Deputy Managing Director & Group CFO
Oxigen Services India Pvt. Ltd.
Anurag Srivastava
Senior Vice President
Aavas Fananciers
Himanshu Gupta
Director
SMC Global Securities
Rajni Saraf
Chief Financial Officer/President
J&K Bank
Vishal Bhatia
CFO
Balance Hero India Pvt Ltd
The Roundtable would focus on
Lessons learnt & changes brought about in CX because of the COVID 19 pandemic
Importance of customer centricity & customer experience enhancement
Strategies to deliver a seamless customer experience
Strategies to deliver a seamless customer experience
Sessions
3:30 PM – Opening Remark By The Brainalytics
3:35 PM – Roundtable Discussion Focus Areas
1. CX Opportunity for BFSI – Unlocking its true potential
2. Identifying the critical components to a successful CX transformation
3. Implementation of Cloud Contact Centres for efficient remote working solutions
4. Operating a Hybrid Work Model to enhance flexibility & agility
5. Understanding how Omnichannel CX delivers premium customer engagement
6. Need for Customer centric Digital Transformation – Technology to improve Customer Experience
7. Leveraging AI, ML & Automation to drive most demanding customer engagement processes
8. Building robust systems to ensure security & compliance of customer data Role of technology in boosting Digital Sales