How BFSIs can Evolve from Old-School Customer Interactions to Unified Communications
The traditional rules of customer engagement are evolving by the second. At the recent Elets BFSI Leader’s Retreat Event 2026, Philips Eapen, President & Chief Revenue Officer at Intense Technologies, shared a compelling vision for how tech leaders can navigate this shift to reduce overall costs and improve customer experiences.
Let’s dive into this article to discover how top-performing organizations are embracing intelligent, AI-driven, centralized customer communications to lower costs, accelerate revenue growth, and become the trusted partner their customers choose every time.
Why Modernization is Non-negotiable
Today’s CIOs and CTOs face three foundational responsibilities: modernizing legacy systems, keeping up with evolving regulatory standards to avoid hefty penalties, reducing costs, and improving customer experiences, all while managing organizational risk.
Digital-native challengers such as Lemonade, an AI-driven insurance disruptor, and NuBank, one of the world’s largest digital-only banks, are rapidly outpacing traditional incumbents by prioritizing speed, automation, and frictionless customer onboarding. Their success highlights a new paradigm: the industry is moving from “one size fits all” to “one size fits you.”
Many BFSI enterprises still struggle with fragmented systems that operate in silos. This siloed approach creates enormous “opportunity loss.” When departments like credit, savings, or investments don’t share data, organizations send mistimed or irrelevant communications. This directly erodes customer trust, slows cross-sell momentum, and drives down Net Promoter Score (NPS). Customer communication is typically among the top three to five operational expenses for large enterprises. Inefficiency here is not just a CX issue, it’s a cost and profitability issue.
The Survival Formula: Centralized AI-Powered Customer Communications
To bridge the gap between legacy systems and modern expectations, a single, centralized communication platform is essential. The ideal system should offer:
- Design to Delivery: A one-stop shop for everything from policy kits to marketing automation.
- Contextual Intelligence: The ability to offer an investment product at the exact moment a customer receives an incentive, rather than two weeks later.
- Low-Code Agility: A rules-based engine that allows teams to build functionalities and screens without writing extensive code.
- Unified Data: Breaking down silos so the "CASA guy" and the "credit guy" share a single "golden record" of the customer.
The future belongs to organizations that can move fast and adapt continuously. If your organization is ready to break free from legacy limitations, reduce operational costs, and deliver deeply personalized experiences at scale, partners like In10s can help make that transformation real. Learn more about our Centralized Communications Governance Hub here.