Abstract

The case “HDFC Bank’s Digital Transformational Journey” talks about the digital transformation journey of HDFC Bank and the different measures taken up by the bank under its digital transformation agenda. A brief history of the bank along with its digital offerings are discussed. The case discusses the digital initiatives taken up by the bank in 2015 with its ‘Go Digital’ initiative, and the mobile app for its customers. The case also highlights the actions taken by the bank to enhance its digital platform in 2017 and 2018. HDFC Bank faced several technical issues during the period 2018 to 2021 and to resolve the issues it went in for an agenda of technology transformation in June 2021. The case dwells upon this agenda in detail and ends with the future plans of HDFC Bank to expand its customer base and enhance its presence in the digital payments space.

Learning Objectives

The case is structured to achieve the following Learning Objectives:

• Understand the strategies used by a bank for digitalization
• Analyze the role played by technology in the digitalization of banks
• Examine the challenges faced by a bank while going in for digital transformation

Keywords

banking services; digitalization; digital marketing; innovations in banking; Go Digital; technology transformation; HDFC Bank; digital platform; digital initiatives; digital payments