Built In, Not Bolted On - Couverture souple

Jha, Shubh Chandra

Couverture souple

ISBN 13 : 9798237002966

Editeur : Abhyash, 2026

Synopsis

What if the AI your bank already owns never reaches the customer not because it isn't good enough, but because no one ever architected it into the CRM system where relationships and decisions actually happen?

Built In, Not Bolted On makes the case that this is the real bottleneck holding back AI in banking and financial services. It isn't model sophistication. It's the wiring or the lack of it between capable AI and the CRM system your relationship managers, risk teams, and service agents use every single day.

Drawing on doctoral research into AI-enabled CRM architecture and grounded in real enterprise platforms like Microsoft Dynamics 365, Dr Shubh Chandra Jha lays out a five-layer architecture built specifically for financial institutions: Customer Data, AI Analytics, CRM Application, Decision Support, and the Platform layer beneath them. Each layer gets its own chapter what it does, why it depends on the one before it, and what goes wrong when it's treated as a standalone tool instead of part of one connected system.

Inside this book:

• A five-layer architecture for embedding AI directly into CRM not bolting it on beside it
• Illustrative scenarios showing the architecture at work in customer engagement and fraud detection
• An honest chapter on the model's limits and the questions it doesn't yet answer
• A practical, phased playbook for institutions planning this kind of work
• A glossary and further-reading list for readers new to the territory

Written for CRM and technology leaders, banking and financial-services executives, and consultants who need a working architecture rather than another AI buzzword not a vendor pitch, but a blueprint built from the ground up to survive contact with a real institution.

Built In, Not Bolted On - First Edition.

A propos du livre

À propos de l'auteur

Dr. Shubh Chandra Jha is the author of the doctoral thesis on which this book is based, completed as part of a Doctorate of Business Administration in Artificial Intelligence Technology Transformation of Financial Management at Dunster Business School, Switzerland.

Dr. Shubh Chandra Jha is a Lead Architect and Technology transformation leader with over 25+ years of experience designing and delivering enterprise CRM, AI, and service transformation programs across the public sector, healthcare, and financial services. He currently leads harmonization and unification large-scale contact center and service transformation engagements including multi-stream CRM and AI programs for a health cluster in Singapore thru a Global Service Integrator and Microsoft Premier Partner.

Prior to 2023, he spent six years at Microsoft across India and the UK as an Architect and Senior Technical Delivery Manager, leading implementation global CRM, Customer 360, and cloud modernization programs for Fortune 500 clients across the globe. His work that earned him Microsoft's Platinum Club distinction, the company's most prestigious global recognition, presented by CEO Satya Nadella, along with a Peak Performer award. and four Hall of Fame awards for delivery excellence. Earlier in his career, he held architecture and delivery leadership roles at HCL Technologies, Tech Mahindra, and KPIT Cummins building a track record across nearly every major systems integrator in the Dynamics 365 ecosystem.

His technical grounding spans Dynamics 365, the Power Platform, Copilot and applied AI, and both Azure and AWS cloud environments, paired with a formal architecture and governance discipline through TOGAF 9, ITIL, and Prosci change management certification. He holds a Doctorate in Business Administration from the Dunster Business School, Switzerland in area of "Designing AI-Enabled CRM Architectures for Financial Services Using Dynamics 365", Doctorate in Business Administration (H) from the London School of Management and Technology London, executive education from IIM Kozhikode, IIM Kolkata, and IIM Bangalore, and postgraduate and undergraduate degrees in computer applications from Indira Gandhi National Open University. He is a PMP-certified program manager, a certified SAFe Product Owner/Product Manager

Détails de l'édition

• Éditeur: Abhyash
• Date d'édition: 2026
• Langue: anglais
• ISBN 13: 9798237002966
• Reliure: Tapa blanda
• Nombre de pages: 112
• Coordonnées du fabricant: non disponible
• Personne responsable: non disponible