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Ramesh Subramanian

Consulting Partner, Banking, Financial Services, and Insurance

Shivashankar Thiagarajan

Consultant, Banking, Financial Services, and Insurance


  • The banking, financial services, and insurance (BFSI) industry has been at the forefront of technology upgrades; however, delivering on overall experience is still a challenge for most firms.
  • Experience-led transformation is hindered by a diverse stakeholder ecosystem and stringent regulations. Addressing these challenges through technology is not enough.
  • We recommend a design-thinking approach underpinned by ExperienceOps to address these challenges. The approach enhances the overall experience of BFSI customers.