Data and Analytics at Citibank (CXOTalk

#datascience #analytics #banking #citibank #customerexperience

Citibank uses data, analytics, and AI to improve the customer experience, but that's only the beginning. We speak with Murli Buluswar, Citi's Head of Analytics for the US Consumer Bank, about how his team supports businesses from origination to acquisition to customer retention and beyond. He also shares practical advice on how to bring data and analytics into your own organization.

The conversation includes these topics:
-- On data science and analytics at Citibank
-- On the role of data science in financial services
-- How are data science and analytics used in banking?
-- How Citibank selects which data problems to solve?
-- On using data science and analytics to achieve specific business outcomes
-- Examples of data science in banking
-- Examples of using data science to improve long-term customer outcomes at Citibank
-- Using data science and analytics to manage risk and uncertainty
-- How to build a data-centric culture?
-- How Citibank uses data analytics in banking to improve customer service, loyalty, and retention?

Read the full transcript: https://www.cxotalk.com/episode/analy...
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As Head of U.S. Consumer Analytics (USCA), Murli Buluswar is leading the execution of the vision to ‘be a critical partner in achieving a quantum leap in customer intelligence’ across Citibank’s 30MM+ customer base. An ‘intrapreneurial’ analytical and strategic C-Suite Financial Services Leader, Murli has successfully built alignment and achieved commercial outcomes by challenging conventional processes while harnessing data-driven intelligence. A former member of The Operating Committee of The American International Group (AIG), Murli has influenced Fortune 100 board members and senior leaders to expand innovative thinking and execution through data insights. As Chief Science Officer for AIG, Murli built a (data) Science team to ‘serve as a catalyst for consistent evidence-based decision making at AIG.’ Science served as an internal data-driven innovation unit with a complementary set of capabilities in: problem structuring, data engineering, behavioral science, data science, and software development. The Science Team helped reduce operating costs, improve loss ratios, increase sales, and engage with customers to reduce risk.

Prior to Citi, Murli was a Senior Advisor to The Boston Consulting Group (BCG) and two startups. He helped shape clients’ ability to retool decision making powered by data.