2nd Annual BFSI Service Quality Excellence India Summit & Awards 2026

Aiming at "customer delight" for each interaction with its customers has become a priority objective for companies wishing to differentiate themselves in their market through customer experience. BFSI sector has changed rapidly with the increase of competitiveness and similarity of product offer. Hence, to conquer new customers and retain existing ones, financial industries should enhance customer satisfaction and loyalty through service quality.

With the spread of digitization, the delivery of everything including financial products has become seamless. The anticipated market size for digital transformation in the BFSI sector on a global scale is forecasted to attain $164.08 billion by the year 2027. This growth is expected to occur at a CAGR of 15.4% from 2020 to 2027. Over 80% of the Indian population currently possesses a bank account, and a significant 76% of the total GDP transactions are conducted through digital means. Additionally, there is optimism that the UPI will soon achieve a daily transaction volume of $1 billion. This new momentum brings financial institutions into a new perspective globally thereby making customer satisfaction a weapon to influence performance and competitiveness.

Inventicon Business Intelligence is pleased to bring to you a cutting edge, well researched summit and awards on 2nd BFSI Service Quality Excellence which will give a deeper look into the key issues affecting the design and delivery of a consistent, meaningful, and rewarding customer experience to achieve an ever-growing, profitable, and engaged customer base in financial industries.



TOPIC HIGHLIGHTS

  • Inclusive customer experience strategies for Tier 2 and Tier 3 markets in India: Bridging the digital divide
  • Balancing act: The imperative of regulatory compliance in shaping CX for contact centers
  • Beyond NPS: Measuring emotional intelligence, effort scores and true CX ROI
  • Reframing brand community management: Customer conflicts, their consequences, moderation and its impact on experience and loyalty
  • Orchestrating personalization: Everything you need to consider from data, technology, people and process perspectives
  • Managing dependency on third-party vendors and strategies to resolve customer issues within turnaround times (TAT)

Key Takeaways

  • Acquire practical, actionable strategies and tools to overcome challenges and transform CX initiatives within your organization
  • Measuring the effectiveness of your service excellence strategies post pandemic
  • Explore the emerging technologies that will revolutionize the speed of dealing with customer queries
  • Deep insights into the current state of the market, emerging trends and customer expectations
  • Learning from CX pioneers and industry leaders about best practices, innovative strategies, and successful case studies in elevating CX

WHO WILL YOU MEET?

Functional Heads of:
  • Service Quality
  • Service Delivery
  • Customer Experience
  • Customer Care
  • Customer Loyalty
  • Customer Operations
  • Contact Centre Heads
  • Head of Card Services
  • Heads of UX
  • Consumer Insights and Analytics

Why should you attend?

  • Execute the key service excellence learnings, strategies, and technologies in your organization
  • In-depth trend forward sessions with tons of practical takeaways and ideas to keep you ahead in the customer journey
  • Learn how CX practitioners have made an impact on their companies and what results they are seeing
  • Know how to shape customer experience for improved business outcome
  • Network with the leaders who have helped to build, transform and enhance customer experience solutions
  • Develop and implement a new service excellence management framework and work flow procedures
  • Learn from industry experts through panel discussions and exclusive Q&A sessions
  • Forge partnerships by conducting one to one meeting with partners and exhibitors to discuss your needs, opportunities and challenges