AI in Action – Customer Experience Intelligence in Banking (Client Lens)
Go beyond concepts. Access real-world AI use cases across industries — understand what worked, what didn’t, and what it actually takes to implement.
AI in Action is a curated library of real-world implementation experiences shared by CIOs, CTOs, and business leaders across industries.
The session is led by expert from the client side who was directly involved in evaluating vendors, selecting technology partners, and leading implementation decisions within her organization.
This session breaks down:
• The customer engagement and experience challenges they were solving
• How they implemented AI-driven customer experience intelligence solutions
• Platforms, tools, costs, and implementation timelines
• Personalization trade-offs, adoption hurdles, and operational bottlenecks
• Key insights, outcomes, and what they would improve differently
Course Content
Use case background
Problem statement
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Stakeholders involved
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Implementation
Vendor evaluation & selection criteria
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Cost & Time involved, bottlenecks
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Learnings
Outcome
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Future roadmap
Current use case
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Allied use cases
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Meet Your Instructor
Rajita Bhatnagar is a seasoned transformation and GCC (Global Capability Center) leader with over 20 years of experience in driving large-scale global operations, strategy, and business transformation across banking, fintech, and technology sectors.
She has held senior leadership roles at organizations such as J.P. Morgan, HSBC, Amazon, and Microsoft, where she led enterprise-wide transformation initiatives, GCC strategy, and operational excellence programs.
Her expertise spans setting up and scaling global capability centers, workforce and location strategy, risk and compliance, vendor management, and agile-led transformation. Known for delivering value-driven outcomes, she has successfully led multi-million-dollar programs focused on cost optimization, performance improvement, and enhanced customer and employee experience.
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This course includes:
- Lessons 7
- Topics 0
- Duration 1.5 Hours
- Quizzes 0
- Language English
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