Digital servicing has given CX teams the ability to conveniently and efficiently reach out to more customers, and COVID-19 has enabled many companies to adopt digital platforms at scale.

But there’s an inherent danger with focusing completely on digital: losing the empathy of the human touch.

In this episode, I speak with Dipu KV , President & Head of Operations and Customer Service at Bajaj Allianz General , about how the focus in CX is on transitioning from digitizing the physical, to humanizing the digital.

We discuss:

-New CX innovations in the insurance industry

-A 5-step CX process

-Bringing an analytics mindset to the role

-How AI and automation enabled a seamless switch to digital servicing

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