S2E5: How Kotak Securities is Scaling Customer Experience with AI & Automation

Episode Overview:

In this episode of Convin Conversations, Ashish sits down with Bhupendra Singh, Head of Customer Experience at Kotak Securities—and one of the most unique CX leaders in India. Before spearheading customer experience for one of the country’s largest brokerages, Bhupendra served as a Major in the Indian Army, leading high-stakes operations, 100cr+ modernization projects, and cybersecurity initiatives for the Army HQ.

Today, he manages millions of customer interactions at Kotak Securities, driving large-scale transformation across CX, technology, and operational excellence. From implementing Salesforce to launching AI-powered chatbots to forming a CX Council with the CEO—Bhupendra brings a rare blend of discipline, process thinking, and customer obsession.

This conversation dives deep into how Kotak Securities is modernizing customer experience with data, automation, and leadership alignment.

Key Discussion Points Include:

• How Army leadership transitions into customer experience
  
• The challenges of running CX at scale in a large brokerage
  
• Setting up a CX Council with the CEO for org-wide alignment
  
• Capturing customer sentiment using surveys, analytics & feedback loops
  
• Tracking compliance, quality, and agent performance in customer support
  
• Deploying Salesforce and launching AI-powered chatbots
  
• The future of AI, automation, and voicebots in BFSI CX
  
  

Key Insights Include:

• Leadership clarity and discipline are as crucial in CX as in military operations.
  
• CX transformation requires cross-functional governance—not just tools.
  
• AI-powered automation can streamline simple customer queries and free human teams for complex issues.
  
• Voicebots will play a major role in BFSI for tasks like account support, compliance calling, and trading-related queries.
  
• The future of BFSI CX lies in predictive insights, proactive support, and automation-first workflows.
  

This episode is a must-listen for CX leaders, BFSI professionals, automation enthusiasts, and anyone curious about how military discipline meets modern customer experience transformation.