Nikhil Godbole

Group Head of Customer Service Jupiter Money

Main Conference Day 1 - Wednesday, 3 September 2025

11:30 AM Case Study | Achieving 88% CSAT with 20-Second Response Times: Discover how Jupiter Money, a pioneer in digital finance for millennials, built a seamless, in-house support system to meet the demands of a tech-savvy, regulatory-driven market

  • Explore how automation and omnichannel strategies helped their 350 support agents respond to customers in 20 seconds or less, driving an impressive 88% customer satisfaction rating 
  • Learn how Jupiter effectively integrated tools like contact centre solutions, social media support, and knowledge bases to avoid silos and streamline customer engagement 
  • Hear how their customer-centric approach, combined with rapid onboarding and effortless workflows, set new benchmarks for CX in digital banking 

Main Conference Day 2 - Thursday, 4 September 2025

9:00 AM Panel Discussion | Implementing AI Responsibly: Ethical Considerations in Customer Service

  • Addressing key ethical issues such as data privacy, algorithmic bias, and responsible AI usage 
  • Exploring practical steps to embed ethical considerations into AI implementation plans 
  • Building customer confidence by aligning AI capabilities with trust and transparency 
  • Sharing real-world examples of how ethical AI impacts customer service outcomes 
  • Tension between security/privacy and seamless customer experiences 

Check out the incredible speaker line-up to see who will be joining Nikhil.

Download The Latest Agenda

In Partnership With :

CCW Digital

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