Bajaj Finance held its Investor Day 2025, outlining a strategic framework focused on customer centricity and AI integration. The company aims to become a technology leader in financial services, emphasizing data-driven decision-making and personalized customer experiences. Key strategies include transitioning to a customer-centric model, expanding data capabilities for AI, and building a resilient, AI-powered operations ecosystem. The company expects to disburse ₹8,000 crore per month and attain a significantly higher customer satisfaction.
Strategic Priorities: Customer and AI
Bajaj Finance is prioritizing customer centricity and AI to drive future growth. The strategy is built around three pillars: becoming a customer-centric company, a technology leader, and maintaining its position as a lowest-risk company in India.
Transitioning to Customer-Centricity
The company aims to shift from selling ‘what the company wants’ to providing ‘what the customer needs.’ This transition is expected to result in double market share, higher product per customer, and increased customer satisfaction. The goal is to offer all products to all customers across all channels, potentially increasing monthly disbursements to ₹8,000 crore.
Technology Leadership and AI Integration
Bajaj Finance is focused on leveraging technology and AI to achieve its strategic goals. Key areas of focus include:
- Expanding data capabilities for AI and organizing structured and unstructured data sets.
- Developing Consumer AI to personalize experiences and create simpler, transformative interactions.
- Implementing AI in business processes to drive scale and efficiency.
Lowest Risk Company Initiatives
To maintain its position as a lowest-risk company, Bajaj Finance is implementing AI-driven solutions for risk management, fraud detection, and compliance. These initiatives aim to enhance agility in risk assessment, automate data preparation, and enable real-time monitoring and proactive risk mitigation, resulting in lower NPAs (<1.2% GNPA and <0.4% NNPA).
Financial Outlook for FY30
By FY30, Bajaj Finance aims to achieve:
- Customer franchise of 200-220 million.
- Cross-sell franchise of 120-130 million.
- Significant growth in India payments GMV and market share.
Source: BSE
