AI-Driven Unique And Unbiased Solutions Are The Way Forward, Says M. Balakrishnan

IDFC FIRST Bank has posted stellar results, and is looking at innovation, riding high on its digital capabilities. In a freewheeling interview with Nidhi Sinha, editor, Outlook Money, and Suchetana Ray, editor, Outlook Business, the bank’s executive director and chief operating officer Madhivanan Balakrishnan talks about how they use digital capabilities to enhance customer experience, where interest rates are headed, and its commitment towards issues of financial well-being, including the key issue of retirement planning IDFC FIRST Bank has transformed itself into a digital-oriented retail bank and invested in digital capabilities. How have you helped reshape customers and how are they reshaping you as a bank? We have been in banking for almost two-and-a-half decades, and there has been a dramatic change over this period. There was a time when people used to flood into branches,...