BFSI Service Quality Excellence Summit & Awards 2024 - India | Inventicon Business Intelligence | 18 March 2024 | Radisson Blu Mumbai International Airport, Metro Station, Marol Maroshi Rd, near Marol, Bori Colony, Gamdevi, Marol, Andheri East, Mumbai, Maharashtra 400059, India

Aiming at "customer delight" for each interaction with its customers has become a priority objective for companies wishing to differentiate themselves in their market through customer experience. This sector has changed rapidly with the increase of competitiveness and similarity of product offer. Hence, to conquer new customers and retain existing ones, financial industries should enhance customer satisfaction and loyalty through service quality.

With the spread of digitization, the delivery of everything including financial products has become seamless. The anticipated market size for digital transformation in the this sector on a global scale is forecasted to attain $164.08 billion by the year 2027. This growth is expected to occur at a CAGR of 15.4% from 2020 to 2027. Over 80% of the Indian population currently possesses a bank account, and a significant 76% of the total GDP transactions are conducted through digital means. Additionally, there is optimism that the UPI will soon achieve a daily transaction volume of $1 billion. This new momentum brings financial institutions into a new perspective globally thereby making customer satisfaction a weapon to influence performance and competitiveness.

Inventicon Business Intelligence is pleased to bring to you a cutting edge, well researched summit and awards, which will give a deeper look into the key issues affecting the design and delivery of a consistent, meaningful, and rewarding customer experience to achieve an ever-growing, profitable, and engaged customer base in financial industries.

Topic Highlights:
• Leveraging key performance indicators and tools for measuring customer satisfaction across various touchpoints
• An antidote to fraud and deception: Striking a balance between friction and efficiency for enhanced customer experience
• Building bridges, not breaches: Prioritizing data privacy for enhanced customer experiences
• Empowering customer and employee thinking through conversational AI and bots
• Customer centric globalization: Advancing service excellence in the Neobank era
• Dependency on third party vendors - strategies to resolve customer issues in TAT

Key Takeaways:
• Acquire practical, actionable strategies and tools to overcome challenges and transform CX initiatives within your organization
• Measuring the effectiveness of your service excellence strategies post pandemic
• Explore the emerging technologies that will revolutionize the speed of dealing with customer queries
• Deep insights into the current state of the market, emerging trends and customer expectations
• Learning from CX pioneers and industry leaders about best practices, innovative strategies, and successful case studies in elevating CX

Who Will You Meet?
Functional Heads of:
• Service Quality
• Service Deliveryt
• Customer Experience
• Customer Care
• Customer Loyalty
• Customer Operations
• Contact Centre Heads
• Head of Card Services
• Heads of UX
• Consumer Insights and Analytics

Why Should You Attend?
• Execute the key service excellence learnings, strategies, and technologies in your organization
• In-depth trend forward sessions with tons of practical takeaways and ideas to keep you ahead in the customer journey
• Learn how CX practitioners have made an impact on their companies and what results they are seeing
• Know how to shape customer experience for improved business outcome
• Network with the leaders who have helped to build, transform and enhance customer experience solutions
• Develop and implement a new service excellence management framework and work flow procedures
• Learn from industry experts through panel discussions and exclusive Q&A sessions
• Forge partnerships by conducting one to one meeting with partners and exhibitors to discuss your needs, opportunities and challenges

2024 Speakers

Anamika Chatterjee
Head Customer Service, Hero Fincorp Ltd.

Ankit Goenka
Head of Customer Experience, Bajaj Allianz General Insurance Co. Ltd

Deepak Oram
VP - Growth Marketing & Martech, HDFC Bank

Dharmender Narang
Chief Customer Experience Officer (Senior Vice President), IIFL (India Infoline Group)

Hari Shankar
Senior Vice President- Customer Experience, Future Generali India Insurance Company Limited

Priya Raghunath
MD & Head, Client Experience, Standard Chartered Bank

Ravi Kumar V R Majumda
CGM & CXO, State Bank of India

Ronak Shah
Deputy Vice President- Customer Service, Aegon Life Insurance Co. Ltd.

Sandeep Bhosle
Chief Digital Officer, JM Financial Asset Management Ltd.

Sivakumar Nandipati
Chief Digital Officer, Fedbank Financial Services Ltd.

Suryaprakash Bajoria
VP – Digital, Star Union Dai-ichi Life Insurance Co. Ltd.

2024 Partners

GOLD PARTNER:
• Assertion

EXHIBIT PARTNERS:
• Inteliconvo
• VideoCX.io