Tuesday, June 1, 2021 - 01:00 - 01:30

How to excel at digital customer experience

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How to excel at digital customer experience

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As head of operations & customer experience for Bajaj Allianz, KV Dipu has driven digital transformation at one of India’s largest insurers. So what has he learned?

COVID-19 forced many brands to deliver years-long transformation programmes in the space of a few weeks. Indeed, 2020 Twilio research found that brands had had to accelerate their customer communications transformation strategies by an average of 6.1 years.

As president & head of operations, communities & customer experience for Bajaj Allianz, KV Dipu has been at the forefront of helping to lead the digital transformation strategy for one of India’s largest insurers, both before and during the pandemic.

In this insightful Q+A exchange, he explains:

  • The secrets to digital customer interaction success.
  • Whether you can you build brand trust through digital experience.
  • How to identify customers’ digital pain points.
  • How you ensure the human touch remains with digital experiences.
  • Advice for fellow leaders about creating better digital experiences.

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