My name is Priyal Borole and I am a MarTech leader and strategic driven technologist delivering Information technology innovation, Omni-channel customer experience and Customer centric communications automation. I have drove targeted marketing and compliant servicing customers communications across North America, Asia, Europe and Middle East for more than 14 years.

My professional journey has given me opportunities to solve complex use cases with CapitalOne, Express Scripts, T. Rowe Price and OneMain Financial.

My role at OneMain Financial as Head of Communications and Technology is to enable seamless communications between customers and the firm to enhance customer experiences to next level. I contribute by leading data engineering, digital transformation, communications automation and pushing the boundaries of customer servicing by augmentation with AI.

OneMain is the largest non-bank lender in United States, enabling better borrowing platform and with a mission to improve financial well-beings of hardworking Americans. Founded in 1912, OneMain is the leader in offering customers responsible access to credit and reach their goals.

In about 1,300 community branches and across the United States, the OneMain team helps millions of customers solve critical financial needs, including debt consolidation, home and auto repairs, medical procedures and extending household budgets. OneMain strives to give consumers the experience the way they expect - In Person, Phone or Online.

I would like express my gratitude to the TITAN Business Awards team and the Grand Jury Panel! Being honored with a Platinum win for Innovation in Marketing with IT and a Gold Award for AI in Marketing is itself a gratifying experience.

This encouragement continues to motivate me to keep pushing the boundaries of innovation within Marketing technology and customer experience space. It in turn also validates my achievements so I can share learnings and contribute to the society looking to innovate in technology space.

I believe success in a team, organization, or business is often characterized by clarity of goals, effective communication, adaptability, positive culture, customer satisfaction, innovation, and financial health. It involves a holistic approach that balances the interests of various stakeholders and contributes to long-term sustainability and growth.

The key elements go along with adaptability, differentiation, engagement and industry perspective.

I started small as an individual contributor that helped me learn in-depth about multiple technological implementations. Along the next few years, it allowed me to not just see evolution of marketing communications technology but also opportunities to apply skills actively to changing nature of customer behavior in financial services, retail, and health care. The more it contributed to improving the daily lives of Americans, particularly in terms of financial well-being and providing the latest personalized healthcare information, the more it motivated me to pursue advancements in the next generation of technology.

While continuing on the same it enabled me to be technology leader but as a thought leader in the space to contribute to commercial growth of organizations but creating better experiences for customers along the way.

Marketing and Customer Experience journeys are ever changing spaces where decades ago snail mail was the preferred way, replaced by email and with advent of Social Media it allows never ending opportunities to solve complex scenarios to enable better customer interactions day by day for different industries.

Without a doubt, the use of Artificial Intelligence (AI) and Machine Learning (ML) for personalization and automation is trending. Customer Data Platforms (CDPs) are gaining popularity for unified data management across channels. Privacy and compliance tools are essential for marketers adhering to data protection regulations. Conversational marketing tools, Video marketing technologies are in high demand, with a focus on interactive and personalized video experiences. Voice search optimization is a growing trend, requiring adjustments to SEO strategies.

With exponential growth of data, predictive analytics and automation is surely to keep bringing new challenges.

Keep up with the technology trends in relevant fields to stay informed and understand the impact it is bringing to the community. Also, develop habits as analytical, logical and critical thinker.

Continue to gain skillsets in cloud computing and utilize combination to innovate. Continuous improvement is the key to keep pushing the boundaries, working with like-minded people in the industry is great because together everyone achieves more.

Researching journals are a great way to learn in-depth technology. Experimental areas along with business trends help to achieve a holistic thought process of bringing things together for solving complex challenges.

In my life since my childhood, my elder brother has been my inspiration in life. As my mentor and guide, he always encouraged me to challenge situations and enabling a positive outlook has helped maintain the right mindset in life.

Personally, I always have looked up to my big brother and learnt to always be diligent, committed, and never shying away from putting extra effort to achieve goals and stay true to integrity. Additionally, his way of life inspires me to keep contributing to the communities and helping others.

My passion for Marketing technology stack and it’s immense applications in communications space within not just Healthcare or Financial but also at any business that serves customers, brings me satisfaction to ensure that a better experience is enabled for consumers. Bringing innovation in this space for businesses gives me a constant set of challenges for servicing millions of customers indirectly and receiving valuable feedback for fueling innovation.

In this exciting journey, remember that like customer experience, life is a constant evolution. Embrace the lessons, seek more and more knowledge, cherish the achievements, and continue to grow into the better version of yourself, be kind and compassionate.