November 28, 2025: Successfully completed the 17th edition of this unique industry-academia connect ! This unique blend of industry-academia connect with academic talk by Prof. Nimmi Rangaswamy, IIIT-H highlighted several powerful insights, surveys show “how many”, but only qualitative methods reveal the “why” behind user behavior. However, gaps persist in service quality, after-sales support, and rural digital maturity. Businesses must balance deep qualitative insight with data to truly understand and serve diverse users.

Gaurav Mahindra, Head of Wealth & Investment Management, Hyderabad, Wells Fargo
He described the objective the roundtable aims to deepen industry–academia collaboration and spark meaningful cross-company exchange on CXO topics.
Digitalization has moved beyond putting forms online to delivering fast, real-time, end-to-end customer experiences. Wells Fargo is pushing toward seamless omnichannel journeys, reducing onboarding times, integrating systems, and eliminating friction.
 
Balaji Srinivasan, Head of Wholesale & Consumer Business Groups India & Philippines
He highlighted customers spend four+ hours a day on digital devices, so speed and frictionless experiences are essential. A unified omnichannel platform is being envisioned so customers don’t face multiple logins. AI tools now assist service teams, reducing resolution times and improving transparency.