“If FMCG companies can deliver sachets of their products to the remotest places, what stops banks or for that matter any other business from doing so?” – asks Ratan Kesh, EVP and Head – Retail Operations and Service at Axis Bank.

Axis Bank, one of the front runners of the digital transformation wave in the Indian FinTech space offers customers an award-winning online banking experience, and the brand is one of the earliest adopters of Voice Technology. Its omni-channel approach to customer servicing, with active local-language support, has led to the bank expanding its user base. And since the pandemic, the brand has only accelerated its growth online, with 73% of its Axis Bank customers going digital, today.

In this episode, our guest Mr.Ratan Kesh is in conversation with show host, Mr. Arvind Pani of Reverie. Mr. Kesh speaks of how designing mobile-first digital journeys to engage with customers proved to be a game changer for Axis Bank. He talks about how they go about creating intuitive navigation on their award-winning app and shares strategies that enabled them to reduce the IVR journey time by 70% for greater customer satisfaction. He also talks about the importance of weaving in native languages into the mobile banking experience, and how crucial language support is to include more Bharat users into the fold, in this era of phygital banking.