Irina Long

Customer centricity means knowing how to align internal structures, break down silos and balance competing priorities around a shared, customercentric

way of working….and it’s easier said than done.

Scaling customer-centric tech transformation and proving ROI takes consistency and human effort - the tech won’t just do it itself. With leadership qualities in

tow, you can have the confidence that your efforts will move beyond good intentions to bring customer centricity across all business units with certainty.

Make your customer-centric transformation stick by:

• Defining your brand promise to create shared understanding, common language and aligned goals focused on customer outcomes

• Elevating your skills and psychological insight to effectively drive change among leaders and decisionmakers

• Understanding the value of consistency and leadership style in driving transformation - technology can amplify customer centricity, but people must lead it to achieve meaningful outcomes

In this roundtable session, we’re bringing together peers to explore the most critical opportunities and challenges of AI in BFSI today, where five focused tables mean you can take a deep dive into practical use cases, share lessons learned and debate strategic choices to determine how your organization drives efficiency, improves CX, stays compliant and invests widely in AI capabilities – whether in-house or outsourced.