India’s largest private-sector lender by assets is a much-garlanded institution, but until recently its digital division was overlooked. However, over the last two years, under the leadership of long-standing managing director Aditya Puri, HDFC has become a genuine digital force.
This is in large part because it chose to take a step back, take a hard look at what services customers wanted, and start working toward those goals. At one end, this meant providing better simple services such as missed-call banking.
At the other, it meant bringing financial services into the home, thanks to the rollout of encrypted banking via WhatsApp, and tie-ups with Internet of Things(IoT) devices such as Amazon Echo and Google Home.
Its Digital Vision plan, which takes the bank through to the end of 2020, also focuses on artificial intelligence, blockchain and augmented and virtual reality.