Axis Bank's API Integration Enhances CX in their Digital Transformation Journey

With a  increased spending in operating expenses from 2022 to 2023, Axis bank has continuously been investing in technology and future growth. International giant techs such as Apple and Google are actively looking to expand and tap into the opportunities India offers. As fintech continued revolutionising the banking scene in India, investments from banking institutions and the government to ensure the security of financial services will have a long-term effect in India.

As Vice President – Product Head – API Banking, WhatsApp and Chatbot at Axis Bank, Abhijit Dey oversees building the digital journeys to onboard customers, even via WhatsApp and chatbots with the use of API banking. Being in the digital banking space over the years has made him passionate about bank-wide transformation programs, where banks are looking into upgrading their legacy applications. It a complex architecture to begin with, and he believes that setting the right target under the right context to minimise deviations is key to improve success.

In this exclusive interview with Fintech Connect Asia 2023, Abhijit goes further into,

Validate and revalidate – Thoughts need to be validated and revalidated every day, and improvements need to be measures to understand the development lifecycle.

• The tiered scrum masters – The scrum master distributes the responsibilities to multiple pods with their own scrum masters, and with this control to oversee everything, the path is clearer for your bank’s growth.
• Measuring the success of an agile transformation – 4 critical factors including customer satisfaction level and success metrics of customers’ feedbacks.
• The difference between going digital vs digitalising – One’s about putting manual processes into a digital format, and the other is about cutting 10 manual steps to 2 digital steps.

Catch the full interview now!

Post-event discussion - Questioning the Leaders: Remaining competitive and relevant in today's fast-changing digital landscape - How can you implement an agile business model and IT platforms to quickly deliver new products and services?

Any recommendations when it comes to "inducing" the right behaviour among Risk/Compliance folks, especially for a transitioning organisation?

You need to create a business-first culture for them to understand the urgency, and any rejection should come with its reasons and recommendations. This is how it works in AGILE, when the regular pod sessions are carries out for discussions with the risk/compliance team.