In this exclusive CXNet interview, Farooq Patel, Business Head – CX, Sales, BNPL Support & Cards at Fibe.India, shares how financial services can craft intelligent, human-centric experiences in a digital-first world.
From balancing automation and empathy to building a cross-functional CX council, Farooq offers deep insights on:
- Unified omni-channel journeys
- Key CX metrics for fintech success
- Customer-first digital transformation
- Ethical GenAI implementation in financial services
- Strategies for reducing friction and boosting retention
Whether you’re building journeys for Gen Z users or optimizing your CX stack, this episode is packed with tactical wisdom.
