CIO News & Oracle's: Redesign your CX Strategy with Connected Customer Journey | Amit Walinjkar

Amit Walinjkar | Associate Director CX | KPMG speaks about top 3 best practices for our CX leaders

- As we discussed in the panel, one is about your data – capturing of your data because you have multiple systems, multiple environments, not only within the organisation, but even without your service providers, your third parties, your fintechs, your insurtechs, etc. The data points that they capture to be curated at a single point is where I see most organisations focusing on.

- The second is the new ways in which disruption is happening. Going back to what fintechs are doing – how can we finish a KYC from where I am and not have fill in the application forms or upload documents by physically visiting the centre, if I want to apply for a particular product, whether it’s an insurance product or a banking product. So that’s where the focus is.

- So, three points where organisations are looking at right now – one is data, second is the insights from that data which leads to better experiences from observing what a customer requires and third is very important, which is language orientation because India does not resides in metros, and if we have to widen our footprint, vernacular is the way to go across channels, devices and across product and services.

Host: Khushbu Soni | Chief Editor | CIO News

#bfsi #cx #learning #finance #strategy #cios #ctos #voiceofcio #cionews

[eprohoda]

CIO~w ow, really breathtaking !all the best~✋