11/02/2025
Just wrapped up a panel with great panelists at FiNext Conference in Dubai on Banking Reimagined: Navigating the Digital Shift.
I meant every word about customer experience—it’s everything.
Gen Z (and beyond) will move to whoever offers better support and actually cares.
Transparency in fees and processes isn’t a bonus; it’s the baseline.
Customer experience is now a utility—it’s expected in every part of life. Whether you’re a fintech or a bank, customers don’t see much of a difference anymore.
A great customer experience isn’t nice to have—it’s non-negotiable, wherever your service is their lifecycle.
Thanks FiNext Conference for the opportunity and Christelle Metni -MBA-PCM , Dr. (h.c.) Jaslyin Qiyu , Srinivasan Chalapathi Sampangi, FIII and SUJI G.K for the great conversation.