When the pandemic threw everything out of gear for the BFSI segment, digitisation came in handy to support the customers, partners and the employees alike. It also created the environment to fill the trust deficit that existed especially in the insurance segment. From making the employees adapt to the new working environments, the surge of 250X was seen in customer enquiries – quite a challenge indeed. While digital gave the best-ever experience, for organizations, it offered agility and resilience. Organizations have used automation, bots, robots etc. to accelerate the customer service journey. All this and more was shared by experts in a panel discussion moderated by Manoj Agarwal of Banking Frontiers. Panelists were Atul Deshpande, COO at SBI General Insurance; S Mahesh, EVP & Head Operations at Future Generali Life Insurance; Priya Deshmukh Gilbile, COO atManipal Sigma Health Insurance; Prashant Deshpande, CISO & CDO of Sriram Transport Finance; Harshvardhan Chamria, CDO at Magma Fincorp and Mahesh Hariharan, Director – BFSI Sales at Blue Prism.