One of the natural outcomes of enterprises going Digital and new-age incumbents changing their model over the course of time is the need for traditional organizations to change their approach to customer experience. Most customer-facing and front-end changes in financial institutions are to gain a single customer view, connecting multichannel banking experiences with CRM and using customer interaction systems on the digital marketing front.

Companies have, thus, begun sharpening their focus on leveraging technologies like AI across several core aspects of essential bank processes, enabling human workers to refocus their efforts on value-adding services.

Underlining this, IBM in association with Elets Technomedia is organising a round table to discuss some of the latest changes that large companies in India are currently undertaking.