| Meet the Authors |
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Tom van der Poel
Director ICT & Operations, AEGON Bank
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Rajbir Singh
Customer Centric Transformation Principal
Rajbir Singh is a Customer Centric Transformation Principal at
HCL and has helped many insurance, banking, media and telecom
companies improve customer experience and CRM capabilities. He
has been with HCL for over seven years of which the last five have
been in Business Consulting. He has worked with customers in US,
UK, India and West Asia.
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Arun Katiyar
Content and Communication Consultant
Arun Katiyar is a content and communication consultant with a focus on technology companies. He
has over 25 years of cross media experience and is a published author for HarperCollins. Katiyar has
presented his thinking and work around urban environments at the Asian headquarters of UN Habitat
in Japan.
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Amol Shingrupe
Group Manager
Amol Shingrupe is Group Manager, Industry Solutions (BFSI) at HCL Technologies Ltd. He has 10+
years of experience in the area of Customer Experience Management and related areas. He is a member
of the AICPCU program
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Steve Husk
CEO, FRSGlobal |

Cubillas Ding
Research Director
Cubillas Ding is a research director in Celent’s securities and
investments practice and is based in the firm’s London office. Mr.
Ding’s expertise lies in global financial markets, securities IT strategy,
and enterprise risk management. Mr. Ding’s research focuses on
market risk, credit risk, operational risk, and regulatory compliance, as
well as the latest regulatory developments such as Basel II, Sarbanes-
Oxley, Solvency 2, anti-money laundering / know your customer
(AML/KYC), and International Accounting Standards legislation
and their impact on financial institutions. His recent consulting
work involves advising clients on vendor solutions, compliance best
practices, and understanding regulatory impact to business models.
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Jouk Pleiter
CEO, Backbase |

Leonard Selvaggio
Global Industry Solutions Manager, CISCO Systems Inc. |

Savi Bhandary
Practice Manager
Savi Bhandary is Practice Manager in the Financial Services business of HCL Technologies. She has over
13 years of experience in the Auditing, Banking and Capital Markets domain. She is a member of the
Institute of Chartered Accountants of India (ICAI)
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Ramani Balakrishnan
Practice Director
Ramani Balakrishnan is a Practice Director, Banking Solutions, at HCL Technologies. He has 20 years
of experience in financial services and the IT industry and has been associated for 14 years with the
Consumer Lending and Mortgage Industry. He holds an MBA in Finance from Rutgers University and
is a Certified Internal Quality Auditor from TQMI for ISO and CMMi processes. Balakrishnan is a
member of the Mortgage Bankers Association (MBA), US. |

Ken Martin
Practice Director
Ken Martin is Practice Director, Social Intelligence Practice, HCL America, Inc. He has 20 years of
consulting experience to global organizations. He is an innovator in social software, analytics, and multichannel
customer experiences. Ken is a regular contributor to KM group’s forums showcasing the use of
knowledge analytics, text mining and social networking. He is a winner of the “Innovator of the Year”
award from KM World for the design and deployment of a knowledge analytics application. |

Hari Narasimhan
Senior Technical Architect
Hari Narasimhan is Senior Technical Architect, BFSI Technology Solutions Group, with HCL. He has
13 years of IT industry experience, 10 years of which has been within the HCL Banking and Financial
Practice. He has played various roles within architecture, technology and IT project delivery. Throughout
his career, he has been architecting, building and implementing large enterprise systems for the financial
industry, covering Retail, Corporate, Capital Markets, Credit Risk Management, Payments and Loan
domains.
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Ravi Raghavan
Business Manager
Ravi Raghavan is a Business Manager in the banking practice at HCL Technologies. He has over five
years of rich experience around financial institutions and related mobile services.
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