Priyal Borole

My role at OneMain Financial as Head of Communications and Technology is to enable seamless communications between customers and the firm to enhance customer experience 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 a largest non-bank lender in United States enabling better borrowing platform and with mission to improve financial well-being of hardworking Americans. Founded in 1912 OneMain is leader in offering customers responsible access to credit and reach their goals. In about 1,300 community branches and across the U.S., 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 express my Thanks to Titan awards team and Jury! Being honored with Platinum awards for Innovation in Marketing with IT and 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 serving betterment of day to day American lives with majorly financial wellbeing and most updated personalized healthcare information, the more it encouraged me to work towards the next generation of technological path. 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 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 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 trend in the relevant field to stay informed and understanding the impact it is bringing to the community. Developing habit as analytical, logical and critical thinker. Continue to gain skillset in cloud computing and utilize in 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. Research journals are great way to learn in-depth technology experimental areas along with business trends helps to achieve a holistic thought process of bring things together for solving complex challenges.

In my life since my childhood my elder brother has been inspiration in my life. As mentor and guide he always encouraged me challenging situations and enabling a positive outlook has helped maintain the right mindset in the life. Professionally I always have looked up to my big brother and learned being always diligent, committed, never shying away from putting extra effort to achieve the goals and stay true to the integrity. Additionally his way of life inspires me to keep contributing to the communities and helping others.

As a 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 and it brings me satisfactions to ensure always a better experience is enabled for consumer than yesterday, bringing innovation in this space for businesses gives me constant set of challenges for servicing millions of customers indirectly and valuable feedback for fueling innovation. As 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.