30:23
Panel Discussion: Build Resilience and Agility with a Flexible and Mature Omni-Channel Experience
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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
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.
View the profileMr 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.
View the profileWhat's up, we have a panel for building resiliency. And and the Army in the omni-channel experience, we have with us today and just correct me if I pronounce this from Temecula. All right, and we also have Jill wodock a. Can I do that is absolutely perfect. Thank you so much in your company's better than I try to play to buy. We start with you,. Tell us what you do. Picture of sleepy at Barclays, individual channels. Team was your channel optimization, contact, optimization Grand Ballroom, at Bayou view, private that I've been doing this without permission across Banking and
Financial Services industry at the big four. Look at the lodge and Eve. I found somebody good looking for my article experience and customer experience background. Well, thank you Denise. I drive digital transformation in my role as the head of operations and customer service at the PNC business. But I do the roads in product sales lean Six Sigma and digital transformation. Thanks for the stall. What I really identified was while you're both at high-stakes Financial organizations. You know,
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