Sanjay Sharda

Sanjay Sharda

Chief Liabilities and Customer Growth Officer UNO Digital Bank

Agenda Day 2

10:10 AM Panel Discussion | Designing Self-Service Journeys That Customers Actually Want to Use

  • Identifying where customers prefer self-service - and where they don’t
  • Building intuitive, resolution-first flows that reduce friction and escalation
  • Balancing automation and escalation to ensure support is always accessible
  • Measuring success beyond deflection - including CSAT, repeat contact and containment rates 

3:30 PM Case Study | Proving the Business Value of Customer Service in a Digital-Only Bank

Exploring how UNO Digital Bank is aligning contact centre strategy with customer growth and commercial performance in a fully digital environment.

  • With service as one of its only direct customer touchpoints, UNO is transforming the role of its contact centre — not just to resolve queries, but to drive deeper engagement, retention, and customer lifetime value.
  • Connecting customer support insights to product, marketing and growth decisions
  • Elevating service from operational support to strategic revenue contributor
  • Measuring impact through loyalty, app engagement, and deposit growth 

Check out the incredible speaker line-up to see who will be joining Sanjay.

Download The Latest Agenda

In Partnership With:

CCW Digital

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