Financial institutions accelerating customer interaction digitisation

Raman MK, Head of ABM, Exotel

Raman MK, Head of ABM, Exotel briefed about the digitsation of customer interaction in recent times in the financial sector at BFSI Leadership Summit 2022, organised by Elets Technomedia.

He stated that now post-pandemic things are coming back to normal, like one-to-one customer interaction and solving the problems of the users with the help of digitsation in the financial sector. He also stated that the challenge here is how will you enable all of the channels and communicate in the same language to the customer. And secondly, how do you get data that has been going to the customer from across all of these functions?

He also mentioned that digitisation in one word would be the answer to the problem in the banking segment, but one needs to classify this and put this in the form of steps, again strictly talking from a communication platform perspective.

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Automation is a very widely used term at this point. In fact, putting an IVR layer on top of your customer support is also automation in its true sense; that may not be right, he concluded.

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