At the 9th edition of the VCCircle Finserv Summit 2021, the speakers in the panel 'Raising the bar- Delivering extraordinary customer experience', opined around customer experience as a mission critical in the financial services sector. The playbook of customers is ever changing. Today’s consumers compare their banking experiences not only to those delivered by rival banks, but also to other services offered by the world’s most disruptive companies, including consumer tech giants like Google or global online retailers like Amazon. Today’s customer expects proactive customer engagements, hyper-personalization, seamless-omnichannel, data transparency and security amongst other services. What are the broader changes that the industry needs at a macro level and what could be the micro interventions required? How do they build agility to become a responsive brand?
Esteemed speakers who joined us for the panel were Deba Sahoo, SVP and Chief Product Officer for Customer Journeys, Fidelity Investments, Ratnesh Mehra, Director - CX Strategy & Transformation, Oracle India, Beerud Sheth, Co-Founder & CEO, Gupshup, moderated by Rakesh Pozhath, Partner, Bain.
To get into indepth details of the world of CX with Finserv and it's increasing demand, watch the complete session video.