ICICI Securities has embraced digital transformation in the BFSI sector, prioritising customer insights and hyper-personalised experiences. Zankhana Srivastava, Vice President, and Lead – Digital Cross Sell, ICICI Securities Ltd. The Banking and Financial Services Institutions (BFSI) sector has been at the forefront of driving digital transformation with insights from customer data being at the epicentre of innovation. Much before the pandemic, the sector started embracing digitalisation, and they have evolved from physical to phygital and now digital operational models. All along this journey, the customer has been at the centre of all the transformations as organisations seek to deliver hyper-personalised experiences using insights collected at every touchpoint along the customer’s interaction with the brand. In a special interaction, Zankhana Srivastava, Vice President, and Lead – Digital Cross Sell, ICICI Securities Ltd., speaks about the digital transformation journey of ICICI Securities and the gains and challenges that it brought for the organisation. Some edited excerpts: Q : At Adobe’s Best of SUMMIT event, we discussed how experience-led growth is foundational to the success of every business. As an Adobe partner, can you share your perspective on how digital transformation is evolving as an area of priority for businesses today? Zankhana […]
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