When digital experience becomes the product: How can financial institutions scale without risking customers or compliance?
By Simon Rizkalla, New Relic Vice President Customer Advocacy, APJ
India’s digital economy is redefining expectations. The record-breaking adoption of UPI payments, the explosion of digital financial applications, and the rapid proliferation of AI have collectively raised the bar for customers, making “quick and seamless” experiences the bare minimum. Against this backdrop, digital experience has become the “product” itself – a lens through which customers choose and stay loyal to financial brands. Across the sector, they now expect instant transactions, seamless self-service, personalised recommendations, and always-on support.
This is exactly why AI adoption is a top priority for financial institutions. Yet massive data volumes,
operational complexity, and stringent regulations are making it an uphill battle. Traditional monitoring tools were never designed for this landscape. They lack the contextual awareness to keep pace with dynamic, AI-driven environments and offer little help when institutions need to detect anomalies across interconnected systems in...
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