Self-service is your priority. But, what do your customers think about it?

Companies place a great deal of emphasis on meeting customer expectations. According to Forrester, nearly 95% of leaders say that providing a good customer experience is a strategic priority, and 75% want to use customer service as a competitive advantage.

That being said, organizations also look at customer service as a cost, as most things in customer service are free. To maintain the balance, they look at self-service options where the costs are low, with minimal intervention through live agents and other channels.

Is this something that would make your customers happy, and would they stay loyal?

We will discuss this with our panel and move towards identifying the best possible customer experience solution considering all the available channels.

This panel would discuss the following topics:

  • What do customers really want when it comes to customer service?
  • Is self-service an intelligent option to address customer service queries?
  • What should be the channel preferences, and how do you identify them?
  • How do you make your self-service option intelligent enough to accommodate complex inquiries?
  • What should be the split of self-service Vs. Live agents?
  • Meet The Panelist

    Vice President at Kotak Mahindra Bank

    Avinash Banerjee

  • Avinash is a fitness enthusiast, motivational speaker, trendsetter, life coach, achiever, innovator, and an out-of-box thinker. He is currently the Vice President at Kotak Mahindra Bank. His strengths include setting up large-scale retail businesses and the related processes, people management, distribution setup, and core banking knowledge.
  • His banking experiences are diverse, including retail banking, wealth management, insurance, hiring & training, new business launches, and operations.
  • Avinash has had more than 15 years of experience in the banking industry, working with majors like Citi, ING Vysya, and Kotak Mahindra Bank.
  • Marketing Expert

    Sreejith Nair

  • When kids his age asked Sreejith for chocolate, he specified Cadbury’s. His love story with the connect and power that brands have was probably subconscious. He has spoken directly to over 2000 customers across 50 cities, walking with them through the customer journey – sometimes till their doorsteps. This is the tip of the iceberg on how he innovated branding and marketing.
  • Over the years, he has helped launch some of the most customer-centric brands in the Indian banking space using traditional media, digital, social, and artificial intelligence without underestimating the power of a warm smile and a gentle touch.
  • Currently, he functions as Marketing Expert with independent charge of the Consumer Finance Division (CFD).
  • Deputy Vice President, API Banking, Digital Banking and Transformation Axis Bank Ltd (India)

    Abhijit Dey

  • Experienced Product Head with a demonstrated history of working in the BFSI
  • Skilled in API management and API monetisation
  • Have created an Open API framework for leading Banks to optimise api usage in the Banks and Partners ecosystem
  • Has been instrumental to productise Banking APIs for Deposits, Payments, Cards and Corporate banking with disruptive technologies
  • Has created Payments APIs for AI driven chatbots to nudge customers on usage optimisation
  • Executive Vice President at ClearTouch Connect Pvt. Ltd.

    Uthaman Bakthikrishnan

    I believe in the power of creation - it gives me a real high to grow something from scratch and make it sustainable.

    Identifying market opportunities, market gaps, and identifying the right talent for execution are some of my key strengths.


    Nov 10 2021


    5:00 pm - 6:00 pm


    The Bharat Connect
    Uthaman Bakthikrishnan


    Uthaman Bakthikrishnan
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