In this video:
KV Dipu, Sr President & Head – Operations & Customer Service, Bajaj Allianz General Insurance Co. Ltd
Topic: Customer Experience – Past, Present and the Future
Key Highlights:
1) There has been a significant change in customer behaviour with mobile devices.
2) One of the key trends in CX is voice with the search queries increased by 61% among IoT, AI, ML, etc.
3) Digital assets need to be multilingual.
4) BAGIC has enabled digital services (sales, renewal, claims and overall services) on mobile phones with an AI-driven chatbot.
5) Video-enabled workflow, immersive technologies like Metaverse, Touchless UI and hyper-personalisation are the future of CX.