About Rethink CX: The digital-first customer experience DigiConnect

The advent of smartphones and fast internet has made the rise of digital-only banks possible across ANZ resulting the rise in contactless experience. The ever-changing pandemic scenario has posed some challenges to the companies in the BFSI sector. Majority of the workforce has gone remote and the transition has brought some issues with it. With almost all customers engaging remotely with the financial institutions & banks, there has been an upswing in the number of queries as they have made the move to a self-service model.

Companies are adopting a ‘digital-first’ approach focusing on automating their channels of communication that would ease the interaction between their agents and customers which would also improve operational efficiency. 

In this executive roundtable, we will reimagine the BFSI experience with a digital-first approach by discussing the advantages and how you can lead the organization through this change.

Benefits of Attending?

  • Understanding how digital-first customer experience is the way forward and how you can adapt to it.
  • Learn how challenger banks like Up, Hay and Judo in the ANZ region are disrupting the BFSI industry.
  • Learn how to rethink the customer experience and operations to improve efficiency, lower costs and improve customer satisfaction.


Time Activity
14:30 – 14:35 pm Welcome remarks by GM Group
14:35 – 14:50 pm Presentation: Rethinking the banking experience in the new world
14:50 – 15:55 pm Open Discussion
15:55 – 16:00 pm Closing Remarks


Sreelesh Pillai

General Manager, Freshworks Australia

Sreelesh Pillai is the General Manager at Freshworks Australia. He is responsible for the growth and revenue numbers for the ANZ region. Sreelesh was one of the first marketers at Freshworks and has been with the company right from the start. Before Freshworks, Sreelesh was with Zoho and Sify in the marketing domain. He joined Freshworks and soon became the director of marketing and customer acquisition before moving to Australia in April 2015 to kickstart the ANZ operations for the company. Currently, Freshworks is trusted by 10,000+ customers across Australia and New Zealand, including Booktopia, Officemax, Harvey Norman, Honda, University of Sydney and Salmat. Sreelesh has his bachelor’s degree in electronics and communication engineering from the University of Madras and has a management degree from IIPM (Indian Institute of Planning and Management).

Who Will Attend Rethink CX: The digital-first customer experience DigiConnect

Senior experts with the below job titles from across Banking & Financial Services:

  • CEO
  • CTO
  • CIOs/VP/Director/Head of Digital Innovation & Transformation
  • Customer Experience Head
  • Chief Digital Officer

About Freshworks

Freshworks provides innovative customer engagement software for businesses of all sizes, making it easy for teams to acquire, close, and keep their customers for life. Freshworks SaaS products provide a 360-degree view of the customer, are ready to go, easy to use and offer quick return on investment. Headquartered in San Mateo, Calif., Freshworks’ 3,000+ team members work in offices throughout the world. For more information, visit www.freshworks.com


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