Timely insights, personalised advice, stronger risk controls and operational efficiency are indispensable in the investment services industry today and clients expect these to be delivered in a frictionless and multi-model experience, reckons Jayakrishnan Sasidharan, Chief Information Officer, Geojit.
He doesn’t view AI/ML as a threat; instead, he feels that AI/ML by its inherent ability to analyse vast datasets in real time and provide tailored recommendations, will improve efficiency and provide better value to customers while ensuring data privacy.
Geojit hopes to take its process of digital innovation blended with human engagement forward and strengthen its digital platforms to provide seamless services to millennials, who account for a significant number of their new clients in the next phase of its growth.
AI in investment services always raises concerns about data privacy and control. Your views?
Data privacy is absolutely critical in our industry. Trust is the common currency in investment services and clients need to be confident that their data are protected. As we adopt AI and digital solutions, safeguarding privacy and ensuring compliance are not optional, but they are the core of client relationships and customer success.
Your plans on integrating AI/ ML. How do you envision AI at a strategic level for the company?
We want to put customer experience at the core and believe everything else follows. AI drives personalisation, delivers sharper insights, stronger risk control and efficiency while supporting our bold journey into distribution, wealth and PMS.
We intend to simplify decision-making for our customers by delivering personalised investment journeys, tailored recommendations and intelligent baskets of stocks. AI chatbots and automated back-office processes will also drive significant efficiencies while driving customer value.
With over 38 years in the capital markets and Geojit’s strong presence across India and the GCC, how do you envision the next phase of digital evolution?
Geojit is on a bold journey to redefine its role in the investment services industry. Our next phase of evolution involves expanding the “Phygital” future where we blend digital innovation with trusted human engagement. We are in a unique position to build on the trust that we have and be available to meet our customers when and where they need us.
We realise that wealth creation and management are an incredibly personal choice and hence we want to bring in technology that enables individualised offerings and our branches to fully support direct conversations with our customers. We will be focusing on adding newer advanced features to our digital platforms that will not just be user friendly but also assist our clients in making smart investment choices whether they are into trading, long-term investing or wish to avail wealth management services.
Geojit has over 15 lakh clients and a growing millennial investor base. In what ways are you upgrading platforms to meet the clients’ growing requirements?
We have seen that millennials expect simplicity, speed and personalisation, but equally choice and convenience. They look for clarity and transparency across all touch points using a blend of communication modes that best suits their current context and preference.
We are strengthening our digital platforms like Flip, FundsGenie and Smartfolios with bite-sized investment products, AI driven personalised nudges and intelligent baskets to deliver seamless mobile-first experiences. This will be key to engaging and retaining this generation.
How do you plan to foster a tech-forward culture within a legacy-rich investment services firm?
A leadership principle that I would like to bring is a strong sense of focus on what really matters to drive impact. At Geojit, this translates into three principles: Keeping the customer at the core, empowering teams to innovate and execute with a fail-fast approach and building on a culture of trust and transparency.
A tech-forward culture for me is not chasing shiny tools – it’s about solving the core, simplifying what matters most and sticking to the priorities. Once foundations are strong, we can layer AI, automation and digital platforms to enhance customer experience and efficiency, while the organisation evolves without losing its trusted legacy.