Ankit Goenka: Insights on Customer Experience and AI at the CX Future Vision Summit- Delhi Edition

In this enlightening keynote, Ankit Goenka, Head of Customer Experience at Bajaj Allianz General Insurance, shares his expertise on blending the human touch with technological innovation to redefine customer experiences. Key highlights from the session: AI vs. HI: Why human intelligence is the driving force behind artificial intelligence and how the right approach to AI can create opportunities rather than threats. Back to Basics: The importance of focusing on fundamental customer needs—both stated and unstated—and listening to their voice of customer (VOC). Scalable Innovations: Real-world examples of AI-driven solutions like care engines, bots, and on-the-spot claims that prioritize the customer over boardroom trends. Future of CX: A look at the transformative role of conversational AI, interactive videos, and localized language solutions to meet the expectations of next-gen customers. Key Takeaway: Ankit emphasizes that successful customer experiences are built by combining empathetic processes with scalable technology, always keeping the customer at the center. Watch now to discover how AI and CX basics can shape the future of business!