IIITH’s TechForward Research Seminar Series continues to bring together academia and industry to explore the technologies shaping our future. Designed as a monthly confluence of deep insights and directional perspectives, each edition spotlights a single emerging theme through the lens of leading practitioners and researchers.

Our November edition focused on Digital Customer Experience, featuring rich cross-sector perspectives:

Balaji Srinivasan, Head of Wholesale & Consumer Business Groups & SDI – India & Philippines Region at Wells Fargo, discussed how large financial institutions are reimagining customer journeys—moving from transactional interactions to personalised, seamless digital experiences at scale.

Prof. Nimmi Rangaswamy from IIIT Hyderabad offered an academic lens on digital behaviour, highlighting how cultural contexts, user motivations and everyday practices shape the adoption of customer-facing technologies.

The session was chaired by Gaurav Mahindra, Head of Wealth & Investment Management Technology (India & Philippines), Wells Fargo, who underscored the importance of tech-led innovation in strengthening customer trust and long-term engagement.

TechForward continues to be a space where cutting-edge research meets real-world application—fueling conversations that help shape the technology futures of industry, startups and academia.

November 2025