From the desks of top IT leaders in India

BFSI in 2021 – A Post-Pandemic
Vantage Point

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2021 is here. We can’t even say the New Nor…
Firms have stretched beyond what they thought are possible, and the term doesn’t justify the effort.

Throughout the pandemic, we’ve been in dialogue with top IT leaders financial services’ sector; every firm agreed to one overarching plausible conclusion:

Building trust via nurturing a relationship with every customer digitally is the way forward.

But as we recover from 2020 and start formulating a solid plan for FY 2021-2022, have you doubled down what your operational processes are? For starters, you could:

  • Equip & enable your sales & distribution teams
  • Align team segments as a segway towards targets, goals & priorities
  • Orient your Customer Success Teams to scale engagement via virtual channels

We compiled a set of stories & insights from top CIO’s, IT Leaders, and digital changemakers who pioneered, led, and executed digital transformation initiatives within their organizations to develop and build a robust IT infrastructure. This will not only withstand the brunt of the pandemic, but pave ways for seamless transitions across remote sales in real-time engagement.

Join the waiting list for a first-hand report in which we address concerns, priorities, and best-practices for BFSI to accelerate recovery and continue business as usual for stable growth in 2021.

Priorities of a Phy-Digital first future

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“The Digital way of building relationships was given a tremendous fillip during the pandemic when customers couldn’t visit branches, and sales reps couldn’t visit customers’ homes. As a credit lending firm, our endeavor was not only to transform our digital capabilities rapidly but create an experience where even though the process was seamless and touchless, a sense of community built over years of trust was the underlying emotion.”

Ekhlaque Bari – Chief Technology Officer

Top hurdles while moving to remote work conditions?

Company-wide mobile-first adoption

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“Feet on the street became fingers on the screen. We wanted to enable our agents with the easiest & lucid applications where consumers can be served effortlessly – this is what really worked out for us. A phy-digital experience is the way forward!”

Arpanaghya Saha – Chief Digital Officer

The most important parameter while judging a sales productivity/CRM tool?

Rebuild Customer Journeys with real-time AI & data management

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“What used to be implemented on a smaller scale, had to be done suddenly for a much larger group of reps, employees, and customers. Tech teams, for example, may know how to handle situations like these but an Underwriting or Call Centre team needs a lot more training and guidance.”

Goutam Datta – Chief Information & Digital Officer

Key technologies your organization is investing/keen to invest in?

  • Cloud infrastructure and solutions
  • Remote engagement & collaboration
  • Data analytics
  • Robotic process automation (RPA)
  • Chatbots and conversational AI
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Subhojit Roy

Chief Information Officer

SBI Mutual Fund

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Gururaj Rao

VP & CIO

Mahindra & Mahindra

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Anjali Malhotra

Chief IT Officer

Aviva India

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KV Dipu

President and Head of Operations

Bajaj Allianz General

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Ekhlaque Bari

Chief Technology Officer

Fullerton India

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Parag Kulkarni

CISO

Bajaj Auto Finance

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Arpanarghya Saha

Chief Digital Officer

Nippon Mutual Fund

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Rupesh Mehta

Vice President - IT

Aegon Life Insurance

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Kirti Patil Joint

President - IT & CTO

Kotak Life

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Goutam Datta

Chief Information & Digital Officer

Bajaj Allianz Life

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Puneet Kaur Kohli

CTO & CIO

Manappuram Finance

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Prasanna Lohar

Head of Digital

DCB Bank

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Ashish Bajaj

CTO

DSP Mutual Fund

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Mukesh Mallick

COO

Aditya Birla Capital

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Akshay Dhanak

CIO

Magma Fincorp

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Nitin Agarwal

CIO, CTO and Chief Digital Officer

Edelweiss

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Puneet Kaur Kohli

CTO & CIO

Manappuram Finance

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Prasanna Lohar

Head of Digital

DCB Bank

Join us for the virtual launch program

Digital Changemakers of the BFSI Industry