Customer Centricity Essentials

Hari S Iyer serves as Deputy General Manager and Director at State Bank Foundation Institute 'Chetana' Indore, bringing over 35 years of banking experience at State Bank of India. With an M.Com degree and CAIIB certification, he has established himself as an expert in human resources, customer relationship management, and digital banking initiatives. His notable achievement includes playing a key role in launching SBI's flagship digital platform 'YONO'. As Director of SBFI Chetana, he leads a team of nine faculty members, focusing on developing banking professionals while leveraging his extensive experience in branch operations, HR management, and digital banking. Beyond his professional duties, Iyer contributes to banking literature through published articles in respected journals and maintains interests in sports, reading, and music.

Dr. Bindu K. Nambiar serves as Faculty (Marketing) at State Bank Institute of Consumer Banking, Hyderabad, bringing over 18 years of academic and industry experience in marketing and executive education. With an MBA in Marketing and a doctorate in Management Studies focusing on CRM implementation, she has established herself as a leading researcher in banking services marketing

Mukti Prakash Behera serves as Faculty at the State Bank Institute of Consumer Banking (SBICB), bringing a strong academic background and extensive industry experience to his role. He holds an Executive PGPM from Xavier Institute of Management, Bhubaneswar, and an MBA from Pondicherry University, along with an MPhil in Management from Ravenshaw University. With over nine years of industry experience in Training and Service Delivery at reputable companies such as IBM and Reliance Telecom, he transitioned to academia, where he has spent the last seven years as an Assistant Professor specializing in marketing management concepts.