Transforming Customer Experience in Financial Services:
An AI-Driven Approach

The financial services sector is experiencing a fundamental shift in how customers interact with their banking and lending institutions. Today's consumers demand seamless, personalized experiences across multiple touchpoints, from digital platforms to traditional branch services. For NBFCs and banks, excellence in customer experience has become the cornerstone of competitive advantage, directly influencing customer loyalty, market share, and bottom-line growth. The stakes are particularly high as traditional financial institutions face competition from agile fintech companies that prioritize digital-first customer experiences. This transformation necessitates a strategic approach that balances technological innovation with operational efficiency while maintaining regulatory compliance and security standards.

Verint's cutting-edge platform addresses these complex challenges by offering a comprehensive suite of AI-powered solutions specifically designed for the financial services sector. By integrating advanced interaction analytics with industry-specific language models, institutions can unlock deeper customer insights and automate routine processes while maintaining personalized service delivery. The platform's open architecture ensures seamless integration with existing systems, enabling rapid deployment and measurable returns within months rather than years. Through intelligent automation and real-time analytics, organizations can proactively identify customer needs, streamline operations, and create more meaningful customer interactions. This approach not only enhances customer satisfaction but also drives operational efficiency through reduced costs and increased revenue opportunities.

Speakers

Abhishek Yadav

Abhishek Yadav

Chief Compliance Officer

Capri Global Capital Ltd.
Amlan Singh

Amlan Singh

Head of Operations & Customer Service

IIFL (India Infoline Group)
Ashok Mali

Anil Chawla

Managing Director- Customer Engagement Solutions, India & SAARC

Verint
Ashok Mali

Ashok Mali

CIO

Tata Capital Housing Finance Ltd.
Manish Shah

Manish Shah

Vice President South East Asia

Verint
Mohammad Kamran Ansari

Mohammad Kamran Ansari

Vice President - Process Excellence, Quality & Customer Experience

Motilal Oswal Financial Services Ltd.
Muktar Shaikh

Muktar Shaikh

Chief Compliance Officer

Tata Motors Finance
Prashant Pandey

Prashant Pandey

Director, Customer Analytics - SE Asia

Verint
Preeti Singh

Preeti Singh

Head Customer Experience

Axis Finance Limited
Sangeeta Mukherjee

Sangeeta Mukherjee

Head Customer Service - SME Operations

ECL Finance Limited
Savio Rodrigues

Savio Rodrigues

SVP - Head Service Assurance and Strategic Alliances

Shriram Finance Ltd.
Vinay Narkar

Vinay Narkar

Partner

KPMG in India

Key Takeaways:

  • Gain practical insights from financial industry experts on transforming customer engagement
  • Learn strategies for implementing an open, scalable, and automation-first approach
  • Understand how to leverage AI for immediate business impact and ROI
  • Discover real-world applications of intelligent automation in banking operations
  • Experience live demonstrations of AI-powered customer engagement solutions
Register Now

Agenda

Time Description
05:00 PM – 06:25 PM Hi-Tea and Registrations
06:25 PM – 06:30 PM Welcome Address
Dimpal Bajwa, Chief Editor, Marksmen Daily
06:30 PM - 06:45 PM Opening Address
Manish Shah, Vice President South East Asia, Verint
06:45 PM - 07:45 PM Roundtable Session: Improving Customer Engagement for NBFCs and Banks: Leveraging AI-Driven Business Outcomes
Moderator: Vinay Narkar, Partner, KPMG in India
07.45 PM - 08.00 PM Verint Product Demo
Prashant Pandey, Director, Customer Analytics - SE Asia, Verint
08:00 PM - 08:10 PM Closing Remarks
Anil Chawla, Managing Director, Verint
08:10 PM Onwards Cocktails and Dinner

Partners

Presenting Partner


Verint

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