Knowledge Session: Segment of One

Synopsis: In a hyperconnected digital world, BFSI customers expect seamless omni-channel experiences and contextualized recommendations. As incumbent BFSI organisation go head to head with today’s digital first, ecosystem driven platform businesses, their success going forward will increasingly depend on how much they understand their customers unique needs and are able to deliver on “Segment of One” strategy which predominantly address the meaningful content (enhanced trust and loyalty by anticipating needs and removing friction), tailored products and advice (increased value and reduced risk ) and optimised services(ubiquitous presence across channels; understanding the customer’s ecosystem).To implement this at scale, it is critical for BFSI firms to establish the right data, domain, technology, infrastructure and people foundations with the right level of product and design thinking in order to establish an emotional connection with the customers.

Moderator: Amol Dethe, Editor, ETBFSI
Kersi Tavadia, CIO, BSE Ltd
Sandeep Ranjan, CDO, Shriram Housing Finance
Nilotpal Gupta, Head-Data Science, ICICI Securities
Hari Nair, Head of Engineering & New Initiatives, HDFC Securities
Muralikrishnan Puthanveedu, Head of Banking & Payments, Financial Services, Thoughtworks