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Duration 30:23
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Panel Discussion: Build Resilience and Agility with a Flexible and Mature Omni-Channel Experience

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Kamesh Moola
Digital Strategy Leader at Barclays
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About the talk

Each customer touchpoint must be agile and flexible enough to create exceptional experiences for your customers.  Mature companies can respond quickly and effectively to customers’ expectations across all platforms. Adopt best practices to:

  • Implement agile, flexible, and personalized customer experiences

  • Improve personalization across all touchpoints

  • Create higher user engagement in an omni-channel universe

Mature your digital CX program by building resilience and agility across all channels

00:00 Intro

00:52 Kamesh Moola

01:30 K.V. Dipu

02:10 Resilience and scales

03:30 Differences

04:02 About disadvantages and benefits of being omnichannel

05:40 Digitizing

07:20 Self-services

09:40 Best way of improving

11:30 Important non-digital experience

14:50 Multi-Language capabilities

18:00 Human vs Digital experience

20:20 Covid changes

23:00 CX advice

26:04 Using data for decisions

29:22 About next steps

About speakers

Kamesh Moola
Digital Strategy Leader at Barclays
K.V. Dipu
President at Bajaj Allianz General Insurance Company

Business leader with over 14 years of experience in product, growth strategy, customer experience, transformation and strategic management consulting. Product strategy and innovation in broker dealer operations, retail banking & wealth Management. I am interested in the digitization of banking functions from a customer onboarding and experience perspective. Interested in AWS, technology strategy, cloud migration strategy, robotics process automation (RPA), technology impacts and assessments of artificial Intelligence & machine Learning.

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Mr K V Dipu is President & Head of Operations and Customer Service at Bajaj Allianz General Insurance Company. He has led numerous industry leadership projects as the head of operations, communities & customer service @ Asia's leading general insurance company. Mr Dipu forefronts the digital transformation drive at Bajaj Allianz GIC, leveraging start-ups from fintech/insure tech globally, while leading a team of ~1600 people in 170 locations. A management graduate from the Indian Institute of Management Lucknow (IIM Lucknow), he joined Bajaj Allianz GIC in 2016 after a stellar career of nearly 20 years with GE Capital. During Mr Dipu’s distinguished career spanning over 24 years, his forte has been combining digital transformation with deep domain expertise & six sigma rigor to redesign the business model for operational excellence and customer delight. Bajaj Allianz GIC features in IDC’s list of top 20 insurers for 2020 in the Asia Pacific, is ranked # 7 in the list of global top 100 digital insurers and has twice been awarded “Digital Insurer of the Year” across Asia. Mr Dipu is a certified lean six sigma black belt and a member of the Harvard Business Review Advisory Council, an opt-in research group of business professionals. Many of his accomplishments have received industry awards & press coverage. A speaker on transformation & innovation at various domestic & global industry forums, he is also an IvyExec mentor & a member of the Customer Advisory Board of UiPath.

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February 10 - 11, 2021
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covid-19, customer, customer service, cx & core, digital cx, digital experiences, engagement, investment industry, source content

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Kamesh Moola
K.V. Dipu