Fantastic panel discussion on customer centricity in banking - in the age of AI, led by Manoj Menon this morning at the Malaysian Banking Conference. Combining views from the tech world (Vishnu Nanduri,PhD and me) with those from the banking sphere (Ryan Teoh and Manpreet Singh (CCXP) ) hopefully gave the audience a balanced , yet nuanced view of how things are evolving. We're at an inflection point, moving from the internet age to the AI age. The ability for organizations and departments to be nimble, personalized and innovative is immense. Taking the plunge now and figuring out where AI can be a business driver for you will take some effort but in the long run, would be well worth it. My view on where Gen AI could play a pivotal role in the banking experience for consumers? By making the experience native , personalized and consistent to every single customer (whether you have RM 1000 in the bank or RM 1M , whether you're an SMB or a large enterprise). The day banking processes fit into my everyday seamlessly and help move me towards my financial goals, we'll all be in a much better place and this is very much a possibility in the years to come. The keyword I took away from today is 'Opportunity' - And of course, we as partners, are here to help along the way.
In the first panel session of the day, “Reimagining Customer Centricity in the Age of AI — How Do You Make Customer-Centric Sales and Marketing an Intrinsic Part of Success? ”, moderator Manoj Menon, Chief Executive Officer of Twimbit, Singapore, speaks to the expert panel on the innovation opportunities presented by AI in improving the customer experience (CX), as well as the measures of success for banks in the context of AI and CX, among other issues. Manpreet Singh (CCXP), Senior Managing Director and Group Head — Customer Experience Management, of CIMB opined that AI is an enabler that provides for a much better way to engage and assist customers, especially following the pandemic, which saw the increase of digital utilisation. For example, AI can help provide a profile of customers who are more likely to fall victim to fraud, so that banks can serve them with the necessary information to educate them. In essence, banking should be easy and seamless: It’s about simplifying interaction with customers. According to Rohan Raghavan, Industry Head — Performance, Google, AI can be a force for good, or bad. When asked on the low adoption of cloud by the public, he advised that to really make quick gains in this area, partnerships are important. Investments by tech organisations in this area will also give the public more confidence to increase the adoption of cloud in their daily lives. Ryan Teoh, Group Chief Strategy & Innovation Officer of RHB Banking Group and Dr Vishnu Nanduri,PhD, Director, Data & AI of Kyndryl also shared their views on the various innovation opportunities presented by AI for the future of banking, ways to measure banks’ success in deploying AI to engender improvements in the area of CX, and the lessons learnt and best practices to accelerate talent development and retention in the age of AI. In essence, GenAI allows us to do what was previously not possible, and it is incumbent upon us to effectively harness the boundless potential of this transformative technology to deliver a consistently positive experience for customers. View the programme here: https://lnkd.in/gx3uh3jk
Vice President, Southeast Asia and South Asia Frontier, Google Asia Pacific
4moSo glad you were a part of this and shared your insights!