THE OUTLIER

ICICI Bank is effecting a cultural shift to win over more customers. With a focus on service excellence and valuedriven engagement, the strategy is delivering impressive results

ANAND ADHIKARI

KARMANYE VADHIKARASTE MA phaleshu kadachana,’ this Sanskrit phrase from the Bhagavad Gita (it roughly translates to “You have the right to perform your duties, but you are not necessarily entitled to the fruits of your actions”) seems to be the motto of ICICI Bank under Managing Director and Chief Executive Officer Sandeep Bakhshi. Focussing on efforts and responsibilities rather than obsessing over results seems to have helped Bakhshi effect a complete turnaround at the bank, not just in terms of financial numbers but also in the way it provides its services. Those efforts include the ‘One Bank, One Team’ strategy, through which ICICI Bank is making products simpler to understand, decongesting processes, and shunning hard selling. And it seems to be paying off. The bank has emerged as the Best Large…

You're reading a preview of

Business Today (Digital) - 1 Issue, 5 January 2025

DiscountMags is a licensed distributor (not a publisher) of the above content and Publication through Zinio LLC. Accordingly, we have no editorial control over the Publications. Any opinions, advice, statements, services, offers or other information or content expressed or made available by third parties, including those made in Publications offered on our website, are those of the respective author(s) or publisher(s) and not of DiscountMags. DiscountMags does not guarantee the accuracy, completeness, truthfulness, or usefulness of all or any portion of any publication or any services or offers made by third parties, nor will we be liable for any loss or damage caused by your reliance on information contained in any Publication, or your use of services offered, or your acceptance of any offers made through the Service or the Publications. For content removal requests, please contact Zinio.