In this exclusive CXNet interview, K.V. Dipu, Senior Industry Leader and Global Head of Operations & Customer Service at Bajaj Allianz General Insurance, reveals how AI, automation, and empathy are transforming the insurance landscape in India.
From bot-to-bot customer service to hyper-personalized care engines, Dipu shares how a “Learn-it-all” mindset is key to staying relevant and scalable in 2025 and beyond.
Key Takeaways:
- Why bots might soon serve other bots in CX
- Using AI for 20-minute car claim settlements
- How empathy engines are redefining healthcare service
- The 5-step framework for effective digital transformation
- MVP is greater than Perfection: Scaling innovation in real-time
- Ownership mindset and agile leadership in insurance “Don’t digitize a broken process. Re-engineer first, then transform.”
