Head of Tech­nol­ogy ICICI Pru­den­tial As­set Man­age­ment Com­pany

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oing Dig­i­tal - what does it mean to you and your or­ga­ni­za­tion?

ICICI Pru­den­tial As­set Man­age­ment Com­pany has al­ways been at the fore­front when it comes to tech­nol­ogy adop­tion as a means to im­prove cus­tomer and part­ner ex­pe­ri­ence for all their in­ter­ac­tions with us. With the en­vi­ron­ment chang­ing rapidly over last few years and tech­nol­ogy mov­ing in leaps and bounds, we de­cided to have a broad frame­work on what Dig­i­tal would mean to us.

When we looked around, we re­al­ized that there is no sim­ple def­i­ni­tion of dig­i­tal. In­ter­est­ingly, what we were al­ways do­ing (i.e. us­ing the lat­est tech­nol­ogy to im­prove cus­tomer and part­ner ex­pe­ri­ence) is also looked as dig­i­tal. So, we de­cided to dig deeper and came up with a def­i­ni­tion that Dig­i­tal is the way of do­ing things and it would have fol­low­ing char­ac­ter­is­tics: a) Cre­at­ing Val­ues by ex­plor­ing lat­est tech­nol­ogy/

busi­ness/struc­ture ad­vance­ment b) Cre­at­ing Val­ues in the pro­cesses that ex­e­cute a vi­sion

of cus­tomer and part­ner ex­pe­ri­ence c) Look­ing at Cus­tomers and Part­ners as “Con­nected

Cus­tomers” and work­ing to be part of the con­nec­tion. d) Build­ing the foun­da­tion re­quired to sup­port the


What is your Dig­i­tal Trans­for­ma­tion plan, strat­egy and the de­liv­er­ables you ex­pect or al­ready com­ing in?

Dig­i­tal Trans­for­ma­tion can­not start with­out the change of mind­set, and hence for us one the first steps to­wards this jour­ney was go­ing through a De­sign Think­ing Work­shop, as we felt it re­lated to the char­ac­ter­is­tics that we had out­lined in our Def­i­ni­tion of Dig­i­tal i.e. way of do­ing things.

Post the above, we have cre­ated dif­fer­ent teams to look into dif­fer­ent ar­eas of de­liv­er­ables to cus­tomers or part­ners with a clean slate. In ad­di­tion to look­ing at the en­tire pro­cesses in var­i­ous ar­eas of the or­ga­ni­za­tion we have looked at: a) SMAC Stack com­pris­ing of So­cial, Mo­bile, An­a­lyt­ics,

and Cloud b) Bharat Stack con­sist­ing of Aad­har, UPI, IMPS etc. c) Train­ing for the users d) In­for­ma­tion Se­cu­rity is the cor­ner­stone of any so­lu­tion.

Due to our fo­cus, we have ini­ti­ated many in­dus­tries first fea­tures and so­lu­tions for our part­ners and cus­tomers like “IPRUTOUCH” our mo­bile app for Cus­tomer and Part­ner, Aad­har based bio­met­ric pay­ment etc.


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