Organizations in financial markets and insurance face a daunting array of challenges related to cost, operational risk, and changing compliance requirements. Competing in today's new normal will require companies in the financial service sector to accelerate their business transformation, build operational resiliency, and relook at employee engagement to deliver exceptional customer experiences. The virtual roundtable discussion will see participation from 10 IT leaders share their views and thoughts from an industry perspective.


Consumer Behavior Customers are staying home and/or going digital. There’s a fundamental shift in consumer behavior, how is the industry adapting.

Employee Engagement Employees are changing the way they work in the social distancing era and therefore the importance of employee engagement to build competitive advantage.

ITSM Strategy How to use an optimal mix of people, process & technology to build an ITSM strategy?

15:00 hrs – 15:05 hrs:Welcome note by IAMAI & Freshworks
15:05 hrs – 15:20 hrs:Introduction by Speakers
15:20 hrs – 16:30 hrs: Panel Discussion
16:30 hrs – 16:45 hrs:Summary & Closing remarks
Himanshu Singh
Head Presales - India & SAARC Freshworks
Kalpana Ajayan
Group Head - Customer Experience Edelweiss Financial Services
Karthik Rajaram
Head of India Business Freshworks
Kayzad Hiramanek
Chief - Operations and Customer Experience Bajaj Allianz Life Insurance
Manish Bhatia
President - Technology, Analytics, Capabilities Lendingkart
Sumeet Aggarwal
Corporate Vice President IT and Head Digital Solutions Max Life Insurance
Chakra Gampala
Head of Digital Transformation & Analytics Tata AIG General Insurance
Kirti Patil
Sr EVP & CTO Kotak Life Insurance
Hari Shankar
Vice President Customer Experience Future Generali India Life Insurance
About Freshworks

Freshworks provides innovative customer engagement software for businesses of all sizes, making it easy for teams to acquire, close, and keep their customers for life. Freshworks SaaS products provide a 360-degree view of the customer, are ready to go, easy to use, and offer quick return on investment. Headquartered in San Mateo, USA, Freshworks 2,000+ team members work in offices throughout the world. For more information visit