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About Suraya


+16 year(s) experience

Suraya Randawa, Head of Research, Headshot
As Head of Research at Mapa Research, Suraya leads a team of digital banking experts researching and auditing global financial providers’ digital channels.

Having started her research career at TNS-Research International in 2004, her expertise spans the range of financial services across the globe, with experience of leading customer experience and customer satisfaction for prominent market research institutes.


Suraya understands the importance of customer experience to business success through a deep history of working in the financial world, working with top banks and insurers at a global and local level. This knowledge is leveraged in all Mapa Research’s research projects and enhances the insights her team gives to exceptional financial providers from around the world.


Suraya has a M.A. in Economics and International Relations from the University of St. Andrews and an M.Phil. in International Relations from the University of Cambridge.

Analyst Articles

Articles by Suraya

  • Mapa Research

    Leveraging AI Chatbots, as part of the customer’s online journey

    By Suraya Randawa 09 Sep 2019

    Leveraging AI Chatbots, as part of the customer’s online journey

    The commercialization of AI has already begun, but there are still misconceptions surrounding how chatbots work and how they should be integrated into pre-existing customer journeys. In this article, our Head of Research, Suraya Randawa, categorizes the different types of chatbots that exist today – with real examples – and their roles, coupled with recommendations on how to approach mapping their integration from AI-enabled platform provider, Vee24.

    Topic Fintech Industry News