Adopting AI and emerging technologies to amplify the CX journey is important

  • With digital CX taking centre stage in most organisations, the role of CX Leaders is to assess emerging technologies and build a business case internally for their adoption.

  • A key decision CX leaders need to make is which services should remain in the hands of a human and which of them can be outsourced.

The CX and Customer Journey have not been profound for BFSIs, therefore product development was never aimed at creating a strong CX. The process re-engineering has also never been driven by product.