Driving Success in the Financial Industry | A Keynote by A Balakrishnan, Google Cloud India

The customer experience (CX) is core to how financial institutions thrive—and it pays off with interest. Organizations that excel in CX gain a competitive edge in areas such as brand reputation, customer lifetime value, and overall financial performance.

In today's digital age, financial institutions find themselves in a unique position known as the "Great Indian Opportunity." With the rise of segments like UPI, Buy Now Pay Later (BNPL), wealth management, and the promising prospects of embedded finance, there are million-dollar opportunities on the horizon. However, the industry also faces challenges in regulatory management, compliance, and the struggle for legacy institutions to adapt to changing dynamics. Amidst this highly competitive, regulated, and complex landscape, how can financial institutions enhance customer journeys? How can innovations contribute to their success?  

To dive deeper into the subject, the challenges, and the way forward, A Balakrishnan, Director, Google Cloud India delivered an insightful keynote at the FinServ Innovation Summit on April 27, 2023, in Mumbai. Balakrishnan emphasized the need for customer models to pivot towards new offerings, highlighting the importance of building new-age products and services designed to scale rather than focusing solely on resiliency and reconciliation. The session also provided valuable insights into how financial institutions can navigate the evolving landscape and leverage innovation to create compelling customer experiences.  

Watch the entire clip to gain more insights.

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