In an increasingly digital world, organisations must consolidate and optimise their technology to drive efficiency, enhance customer experiences, and remain competitive—even with a premium offering. This session will explore the role of digital transformation in upskilling frontline teams, managing digital channels, and leveraging AI-driven service delivery.  Anjali Kalia, AVP - Digital Transformation, IHH Healthcare will discuss how to balance seamless experiences with robust data privacy measures, ensuring that digital transformation not only streamlines operations but also differentiates brands in the market.

Questions to be discussed include:

• How can digital transformation be leveraged to optimise operations while maintaining a premium brand positioning?
• What role does technology play in creating memorable and differentiated customer experiences?
• How can organisations upskill and empower frontline teams to adapt to evolving digital tools and channels?
• What are the key strategies for managing and optimising digital channels to enhance customer engagement and service delivery?
• How can AI and messaging platforms like WhatsApp improve real-time service delivery without compromising the human touch?
• With increasing reliance on digital, how should businesses prioritise data privacy and security while maintaining customer trust?