Manish Ahuja (Head - Digital and Direct Business, Aditya Birla Sun Life Insurance), with decades of experience leading digital transformation at organizations like 3M, MetLife, and Aditya Birla Sun Life Insurance, has been pivotal in shaping customer journeys in the insurance sector. As Head of Digital and Direct Business, he drives multiple business lines, from agency channels to digital marketing and partnerships.
In this episode, Ashish and Manish explore how Aditya Birla Capital leverages AI to scale customer engagement in financial services, focusing on trust, personalization, and efficiency.
Key discussion points include:
- Transitioning from physical to digital customer journeys in insurance.
- Addressing challenges like misselling and inconsistent experiences.
- The role of Convin’s AI solutions in standardizing interactions and training agents.
Key Insights Include:
- Using speech analytics to monitor 100% of calls, reducing misselling and errors.
- Personalizing acquisition and servicing with AI-driven insights for sharper responses.
- Simplifying onboarding and policy issuance through digital workflows.
- Building consumer trust with consistent, error-free experiences powered by AI.
Manish shares his vision for the future of insurance, where AI enables 30-second policy issuance and fully digital journeys without compromising trust. His key advice for leaders: always prioritize the consumer’s needs when designing AI-driven solutions.
This episode is a must-listen for financial services professionals looking to harness AI for scalable, trust-driven customer engagement while streamlining operations.
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