CX Journey to the Customer's Mind

How are the business evolving around CX? Many such issues were discussed in a roundtable discussion on the key aspects of CX in today's scenario for BFSI organizations. Edited excerpts:

GUESTS

Aveek Chaudhari, Head - New Digital Initiatives, HDFC Bank

Deepak Joshi, Sr VP, Head Operations & Technology, Motilal Oswal Wealth Management

Vinod Nair, Head - IT & Digital, HDFC Ergo General Insurance

Gaurav Pathak, Head - Technology, EbixCash

Vincent Zuzarte, Head - Applications, Stock Holding Corporation of India

Deepak Saluja, Head - Marketing, ICICI Securities

Amarnath, Head - Corporate Cards, Bob Financial Solutions

Dr. Rajendran N, Chief Digital Officer, Multi Commodity Exchange of India

Deepak Bhatia, GM-IT, Exim Bank Saurabh Chandre, Head - CX, Tata Communications

Anurag Mathur, Head Banking & Financial Vertical, Tata Communications

Manoj Agrawal, Group Editor, Banking Frontier (Moderator)

Manoj: What are the contours of today's customer-centric omnichannel solution to have a unified customer experience?

Deepak Saluja: Pandemic ensured that digital has to be adopted by everyone. In the process, attention is given more to CX so that pain points are removed. Tools and enablers track the customer journey and trigger an alert whenever there is friction. Dedicated technology teams are working to find a solution. In an omnichannel experience, the efficacy of the channel is important and also the experience at the touch point is important. Customer buying has also evolved and become more convoluted. So the brand must be present at every touch point.