Alok Kumar

Alok leads the change management and Customer Experience of Self-Services Banking Operations for DBS Bank, based in Singapore. In this role, he is focused on bringing the innovative solutions and technology to deliver DBS’s vision of “Live more, Bank less” by translating data insights to reimagine customer and employee journey. He brings a strategic perspective on the trends shaping the future of banking including digitization, customer centricity, AI and analytics, automation & productivity optimisation, regulation and co-creation with Fintech/Partners. Alok has over 21 years of international experience in driving customer focused business and technology transformations within Financial Services. He has worked with leading banks, Consulting and Technology firm across the world. His portfolio includes Consumer Banking Operations, Customer interaction model & Strategy (Physical+ Digital+ Mechanical), Customer experience management, strategic cost management, and core banking & channels transformation. Alok is keynote speaker at leading industry conferences on the key trends shaping the future of financial services by best utilizing human centered design, data and innovative technologies impacting customer and employee journeys. Alok holds a degree from the Indian Institute of Technology, Bombay with a Master in Technology and recently completed the World’s first course “AI in Finance” run by CFTE London. He is an AI optimist and believes that AI is going to augment human intelligence to deliver next level of customer experience and work automation.