Nitin Chugh

Country Head – Digital Banking, HDFC Bank.

The dedicated in-house Digital Command Centre enables us to tap into the rich insights on online trends based on customer conversations. The real time inputs from the command center will act as a force multiplier for businesses to help understand our customers, address their needs in an efficient manner and enhance the overall brand experience.

Objectives for Command Center

  • Identify potential business leads from social chatter to drive ROI and client acquisition
  • Listen to buzz generated in local languages from tier 2 and tier 3 cities to understand user challenges
  • Streamline ORM process for the brand and create a 100% response rate with faster turnaround
  • Monitor competitor landscape and drive opportunity marketing
  • Monitor campaigns in real time and take corrective as and when required
  • Manage Crisis situation through timely intervention