Industry case study · BFSI

From completing transactionsto creating customer experiences.

A programme for the front-facing officers of a public sector bank, helping them guide customers into digital banking through real conversations, not scripts.

Scale I to IVfront-facing officers in one programme

Branch-firstbuilt from real customer and sales situations

Organisation: A public sector bank
Levels: Scale I to IV officers
Format: Live, cohort-based sessions

1The challenge

Banking is going digital faster than branch teams are.

Customers' needs are changing, and the frontline is where they first meet the bank. Officers are under target pressure, while the skills needed to guide a customer into digital products are still catching up.

~1.8Mpeople employed across India's banks, a large frontline workforce¹

~25%attrition in private banks, flagged by the RBI as an operational risk²

42%skill gap in AI and data roles across the sector³

The patterns we hear most often in banks:

Branch and function heads who avoid difficult conversations
Teams that wait to be told
Frontline staff who complete transactions, but not experiences
Mid-level leaders who know the strategy but cannot move their people

Sources

Business Standard (RBI data), banking-system headcount FY25
Outlook Business (RBI Trend and Progress of Banking 2023-24)
People Matters, citing Quess Corp BFSI GCC Talent Report 2025

2What we delivered

A frontline programme built around the customer.

Front-facing officers, Scale I to IV

IND Dost

Who: Officers who serve customers at the branch
Format: Live, cohort-based sessions with real-life sales scenarios

Focus areas

Understanding how banking is changing
Thinking like the customer
Tailoring conversations to different customers
Guiding customers into digital products

3In the room

Real branch situations, worked through together.

Sessions used customer stories and sales scenarios drawn from branch life, so officers practised the conversation itself rather than learning product features.

4In their words

Participants, in their own words.

We need to spread awareness among customers regarding our products. We should also tell clerical staffs to treat customers very well and encourage them to use digital products.