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Leveraging AI to boost the shopper expertise is one the most important challenges – and biggest alternatives – in fintech and monetary providers.
At the moment we share the insights of Rahul Kumar, VP and GM for Monetary Companies and Insurance coverage with Talkdesk, on the central position of contact facilities in AI-driven buyer expertise. In our Streamly Snapshot dialog, which came about in September at FinovateFall 2024 in New York, Kumar discusses what monetary establishments are doing to beat the limitations to delivering a superior buyer expertise. Kumar additionally explains why leaders in monetary providers are prioritizing the contact middle as a central a part of their AI and CX technique.
“One of many issues we’re seeing within the business is that buyer expertise is quick turning into a strategic initiative for executives throughout the board — for banks and for credit score unions. Lately, in a survey, we polled over 200 buyer expertise professionals and the responses had been unsurprising: 86% of executives mentioned that they do consider CX is a strategic funding precedence that may result in model differentiation for themselves. 63% felt that they might tie CX metrics to worth. And 80% do consider that contact middle is quick turning into a strategic funding space for them. It’s positively prime of thoughts for executives.”
Based in 2011 and headquartered in San Francisco, California, Talkdesk is a global cloud contact middle chief for companies of all sizes. The corporate’s contact middle platform leverages AI and automation to allow companies to ship distinctive outcomes for his or her prospects. Talkdesk’s AI-powered buyer expertise platform helps enterprises scale back prices, develop revenues, and streamline operations to spice up effectivity. Tiago Paiva is Founder and Chief Govt Officer.
In his position at Talkdesk, Rahul Kumar leads enterprise, product, and go-to-market technique for monetary providers and insurance coverage. He additionally leads the shopper success perform for all strategic business prospects, managing C-suite relationships for enterprise prospects.
Picture by Mikhail Nilov
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