Aneliya is the Managing Director of DSK Bank's Contact Center — a channel that combines both customer service and assisted digital sales. She leads the ongoing transformation of the department to meet evolving customer needs, driving the shift toward self-service options, AI-powered assistance at the front of every chat and voice interaction, and a chat-first service model that reserves voice for premium, high-touch care.
Her vision centers on making customer service fully accessible to the bank's own customers directly through the mobile app — blending automation and human expertise so that technology handles the routine, and people are there when it truly matters.
Aneliya brings hands-on experience in large-scale channel transformation, AI-driven customer engagement, and building high-performing teams — and is passionate about reimagining what customer access and trust look like as banking moves toward a channel-less future.
Discussion Framework: As banking becomes increasingly digital and remote, physical self-service touchpoints remain key anchors for resilience, trust and customer choice. This panel will consider how ATMs and kiosks are evolving with digital channels to deliver quick, connected and convenient experiences both within and beyond branches.
Key Question: How can physical self-service touchpoints help banks meet rising customer expectations for 'anytime, anywhere' banking in a digital-first world?
