Arpita Bhattacharya

Customer experience is no longer an interaction. It’s a seamless journey. It is shaped by every conversation, every channel, every data point, and every moment of truth across a customer’s journey. Every customer interaction tells a story, and the organisations that win are those that can connect those stories into a single, intelligent view of the customer and turn insight into action.

For over two decades, Arpita has been at the intersection of business transformation, technology innovation, and customer experience, helping organisations harness AI, automation, business orchestration, and omnichannel contact centre capabilities to reimagine how they engage with customers. Her journey began in technology delivery and evolved into leading enterprise-wide transformation initiatives that connect people, processes, data, and intelligence to create a true 360-degree customer view.

Today, as Assistant Vice President, Technology Delivery at Canada Life, Arpita leads initiatives that bridge customer engagement, AI, and business operations, enabling more connected experiences, smarter decisions, and better outcomes for both customers and employees. From modernising contact centres to deploying AI-powered customer and employee experiences, Arpita’s focus has always been on turning innovation into measurable business value and its ability to reduce friction, deepen relationships, and make every interaction more relevant and meaningfulCustomer experience is no longer an interaction. It’s a seamless journey. It is shaped by every conversation, every channel, every data point, and every moment of truth across a customer’s journey. Every customer interaction tells a story, and the organisations that win are those that can connect those stories into a single, intelligent view of the customer and turn insight into action.
As AI reshapes the future of financial services, Arpita remains passionate about helping organisations move beyond siloed solutions and toward intelligent, customer-centric ecosystems where every experience is connected, personalised, and designed around the needs of the customer.