Episode Overview:
In this episode of Convin Conversations, Ashish Santhalia sits down with Zeenat Mongal, VP of Customer Experience at ICICI Lombard, to explore how one of India’s largest general insurers manages millions of customer interactions every day. Zeenat shares insights from her 20+ years in customer service across telecom and insurance, from building contact centers from scratch to leading national-level CX operations.
The discussion highlights how ICICI Lombard combines human expertise and digital solutions to deliver consistent, high-quality customer experiences at scale.
Key Discussion Points Include:
- Handling high-volume customer interactions while maintaining service quality.
- The evolution of customer service: from traditional call centers to AI-driven automation.
- Prioritizing claims and critical interactions to create trust and customer loyalty.
- Balancing automation and human touch for complex customer scenarios.
- Preparing for the future of CX in insurance with AI voicebots and chatbots.
Key Insights Include:
- Customer claims are the “moment of truth” rapid, sensitive response builds loyalty.
- Digital transformation doesn’t replace human care; it enhances efficiency and scale.
- AI and automation can streamline repetitive tasks, allowing teams to focus on high-value interactions.
- Leaders must design processes that prioritize the customer experience at every touchpoint.
This episode is a must-listen for CX professionals, insurance leaders, and anyone looking to understand how large-scale customer experience operations can be efficient, sensitive, and future-ready.
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