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Compliance-Ready, AI-Empowered: The New CX Blueprint for BFSI

Redesigning CX in Banking & Insurance with GenAI, Regulatory Foresight, and Infrastructure Control

date

26th June, Friday

location

ITC Maratha, Mumbai
time

6:00 pm onwards

As customers expect instant, hyper-personalized experiences — and regulators enforce tighter norms — BFSI organizations must rethink their customer engagement playbook.

This invite-only leadership roundtable, hosted by Exotel, brings together senior CX, Technology, and Digital Transformation leaders from India's top financial institutions to explore how GenAI, compliance, and cloud-native infrastructure are reshaping customer conversations.

What’s at Stake for BFSI Leaders?

The Opportunity:

According to BCG, 70%+ of BFSI firms plan to boost investment in GenAI, automation, and CX modernization in 2025. This shift is about more than cost efficiency — it’s about delivering secure, intelligent, and regulation-ready experiences across the customer lifecycle.

The Challenge:

  • New regulations (TRAI’s 1600-series, SMS DLT) are redefining communication control.
  • Legacy DID systems limit flexibility, transparency, and CX optimization.
  • Collections teams face poor ROI with traditional calling models and low agent productivity

The Opportunity:

Next-Gen BFSI firms are building compliance-first, AI-powered communication engines — integrating Virtual SIP, AI voice bots, and omnichannel orchestration to drive business outcomes and future-proof CX.

What’s at Stake for BFSI Leaders?

  • Chief Experience Officers (CXOs)
  • Chief Information Officers / CTOs
  • Chief Digital Officers / Heads of Digital Transformation
  • Heads of Customer Engagement & Contact Center Operations
  • Leaders in Compliance, Risk, and Governance
  • Innovation and Strategy Leads in BFSI

Key Topics of Discussion:

GenAI in BFSI: From Buzz to Business Impact:-

How AI is boosting call connect rates, agent productivity, and customer satisfaction

Compliance as Strategy: Leading Through Regulation:-

The implications of TRAI’s 1600-series and evolving DLT mandates, Designing CX strategies that are proactive, transparent, and audit-ready

Reimagining the Contact Center: Cloud, Control & Customization:-

Why legacy contact centers can’t keep up with modern CX demands, Solving DID, routing, and reporting gaps with Virtual SIP and cloud-native infrastructure

Building Trust & Loyalty:

Examine AI’s role in fostering deeper customer relationships and trust, leading to enhanced loyalty and long-term partnerships.

Future-Proofing CX: Infrastructure That Scales With You:-

Balancing personalization, compliance, and scale across voice, SMS, and WhatsApp and more

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