Online Session II

25 March 2021

Tech Priorities 2021 (2): Creating a brilliant experience for customers’ ever changing needs

Consumer behaviour is changing rapidly. Thanks to technology people are more empowered, connected and better informed than ever before. Today customers expect an unprecedented level of service and convenience. Contact centers play an increasingly important role in this. Automation, artificial intelligence, smart use of data and other features are at the heart.

In the new Leading Lights Boardroom season, the focus is strongly on IT priorities for 2021: the things that CIOs and IT decision makers really need to tackle in order to create business value. In each session we will show real-life IT projects that create value in the long term – through optimization of resources, competencies and technology.

In the second session it’s all about addressing changing customer behaviour. This virtual meeting will be introduced by Pramod Madala, Global Head of Enterprise Technology at Diebold Nixdorf, based on the East Coast of the United States. Our host is Joris van Oers, MD Resources, Logistics and Manufacturing & Europe at BT’s Global unit.

Payments in banking industry: Customer Experience (CX)  transformation

Diebold Nixdorf is a company with 25.000 employees in 130 countries, driving Connected Commerce. It automates, digitizes and transforms the ways people bank and shop by delivering an end-to-end portfolio of software, services and systems.

During this session Pramod Madala will elaborate on the convergence of financial and retail industries as mobile, contactless tech, smart data and advanced analytics blur the line. He will elaborate on the CX transformation in the payments landscape of the banking industry.
As technology is key in transforming the customer experience, he will zoom in on the specific challenges that contact centres play within omni-channel customer communications in terms of quality of service, resiliency and security.

Upcoming sessions

Other meetings will tackle topics such as future-proof infrastructures and end-to-end optimization of digital operations, with guest speakers from Yara International and Bridgestone.



  • 15:00 Welcome and introduction by Rob Beijleveld & Joris van Oers
  • 15:05 Customer case part 1, followed by discussion
  • 15:45 Customer case part 2, followed by discussion
  • 16:25 Conclusion
  • 16:30 Session ends

*Central European Time


Pramod Madala – Global Head of Enterprise Technology – Diebold Nixdorf, based in US

 Pramod Madala is a global technology, product, and operations executive with significant experience in large scale enterprise transformation and modernization. During his most recent tenure at Fiserv, Pramod led a product and technology transformation in the payments industry. During his 20 years tenure, Pramod has held various leadership roles including Chief Information and Product Officer, with a focus on bridging the gap between strategy and execution, using technology for competitive advantage, and leadership development.