Business leaders back AI and ML as necessary tools in driving consumer satisfaction

At Salesforce Live India, MD of HDFC Limited and CEO of Asian Paints sit in discussion at the Salesforce Live India event to talk about the large digital disruption and growth strategies, including AI

e4m by exchange4media Staff
Published: Jul 6, 2022 3:08 PM  | 3 min read
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A digital event organised by Salesforce, Salesforce Live: India, on Wednesday witnessed industry leaders and entrepreneurs talking about innovation and digital transformation helping in improving customer satisfaction and company growth, with a key focus on data driven technologies like artificial intelligence (AI).

In conversation with Salesforce CEO Arundhati Bhattacharya, Renu Sud Karnad, who is the Managing Director of HDFC Limited, said how mobile penetration, smaller fintech startups and the recent global pandemic has changed the way customers operate in every environment and made industries, such as banking, which did not have much to do with technology earlier, move towards digitalization. 

Moving on with the conversation, Bhattacharya asked about the strategies HDFC is using to stay ahead of the market in the home loan space. To this, Karnad readily replied, “I think the differentiating piece during the day for me for any service like this is how prompt you are, how quickly you are able to revert to people? What are the tools that you have? …….. Use of AI, use of machine learning, fintech have come in to make your life easier”

When Karnad was questioned about her view on the future of industries and technology hubs, she said “Going forward, the use of blockchain, the whole new world of metaverse, quantum computing. I think these are the things that are going to completely change the way industries are going to work.” 

Another speaker at the event was the MD and CEO of Asian Paints, Amit Syngle, who painted a similar view about the usefulness of AI and data driven technology.

In discussion with Bhattacharya, Syngle said, “In this customer centricity, what we do is we really look at invoking the digital in a very, very strong manner because I think the whole digital platform really puts our entire processes and procedures in such a manner that we can be close to the customer……the other thing in terms of the whole digital support is that we've really kind of invoked AI, ML in a very strong way. So today, literally when customers kind of come into any part of our omni-channel, you know just by the click we are able to really see that we are able to mine the information in terms of what the customer needs, what we can really provide to the customer.”

Syngle concluded by saying, “So I think the net upshot of the entire thing is that the whole area of keeping an ear to the customer needs aided by technology, digital and the whole orientation at the employee level is something which is the core and I think that is one which we are very proud of which keeps on driving us and that keeps us ahead of the market in a big way.”

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