Keynote Address: Deepak Sharma, President & CDO, Kotak Mahindra Bank | Day 2 | Technology Senate, Goa
Technology Senate 2023 | Day 2 | 10th June 2023 | Resort Rio, Goa
In this video:
Deepak Sharma, President & CDO, Kotak Mahindra Bank
Topic: The Intersection of Technology and Customer Experience in Digital Transformation
Key Highlights:
+ As we build our business, it’s crucial to know our customers and their needs.
+ At the back of digital products, platforms and experience our customer base has grown fivefold to over 40 million, in just six years.
+ To stay ahead, every conversation across technology, product & business should revolve around how technology and business can deliver customer & business outcomes.
+ While we’ve experienced some failures, our notable successes stories like 811, Cherry, Fyn – trade platforms are the first of its kind in the industry
+ Looking forward, we see great potential in Gen AI to revolutionize customer care among other things. By simplifying the call handling process, we can improve contact center productivity & enhance customer experience.
