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Customer experience is no longer just a mere service. It has become about seamless, personalized, and intelligent engagements across multiple channels. AI and automation have enabled businesses to fulfill the ever-changing expectations of their customers, as well as how they will interact with them in retail, banking, and sales.
On the latest Analytics Insight Podcast episode, host Priya Dialani speaks with Aniketh Jain, Co-founder and CEO of Fyno, about how AI is driving these changes and why omnichannel communication is a must for any business today.
Establishing the premise of the discussion, Priya explains the recent importance placed on digital-first customer interaction, including email, SMS, WhatsApp, in-app messages, and voice. Aniketh notes that a business may risk losing customer trust if it does not engage with them consistently and meaningfully in today's fast-paced economy.
The AI orchestration engines enable companies to deliver the right message to the right customer at the right time.“It’s no longer just about sending messages, it’s about creating intelligent, context-aware experiences,” he says.
Aniketh points out that traditional communication systems would bombard customers with messages, often redundant and repetitive. This results in customer irritation and disengagement. The communication hub created by Fyno addresses the issue by consolidating communication channels into a single interface that allows for intelligent, personalized, and contextual messaging.
Such intelligent messaging has seen a tenfold increase in engagement levels while simultaneously reducing the communication costs of BFSI firms by 40%.
The CEO of Fyno emphasizes a core part and explains that customer experience is largely based on a seamless transition between offline and online interactions. He highlighted a trend on the rise called Opti-channel, whereby customers can select their preferred channel, thereby enabling more personalized and engaging experiences.
Fyno helps companies in orchestrating multi-channel communications intelligently to ensure consistency in branding, context-aware messaging, and compliance. The leadership for the vision of simplicity in business communication with the maximum impact rests with Aniket Jain, who brings years of entrepreneurial experience as leverage.
As Aniketh Jain concludes, “In 2025, omni-channel customer engagement isn’t just a strategy, it’s a business imperative powered by AI.”
