Wells Fargo CIO explores the future of banking

Delivering customer-centric digital banking experiences

Chintan Mehta, CIO, Head of Digital Technology & Innovation for Wells Fargo, joined PhotonWorld 2020, our senior executive-level virtual event, to shed light on the current and future state of the banking and financial services industry.


Chintan Mehta, CIO, Head of Digital Technology & Innovation at Wells Fargo presented an insightful session on the future of banking at PhotonWorld 2020. He discussed how Wells Fargo identifies opportunities and ideas to optimize customer value propositions.

Wells Fargo & Company is a diversified, community-based financial services company headquartered in San Francisco. They provide banking, investment, and mortgage products and services, as well as consumer and commercial finance, through 7,200 locations, more than 13,000 ATMs, the Internet (wellsfargo.com), and mobile banking. Wells Fargo serves one in three households in the US. They ranked No. 30 on Fortune’s 2020 rankings of America’s largest corporations.

At PhotonWorld 2020, Chintan Mehta began his session by discussing the core of the banking industry. “In simple terms, the banking industry is all about matching the capital to the demand—through business loans, personal loans, capital investments, and so on,” explains Chintan. He talked about disruptive technology trends that are causing a shift in the core banking process and changing the way banks and FinServ companies engage with consumers.

COVID-19 has created great urgency among industry players to speed up their digital programs and time to market. Chintan Mehta asserts that companies need to offer services and products that are intuitive, conversational, personalized, and transparent. This is key to forging stronger customer connections and building trust.

In this time of great change and high consumer expectations, Wells Fargo is committed to leveraging new disruptive technologies and trends to reinvent banking experiences and foster growth.

Chintan Mehta further touched on Wells Fargo’s spectrum or funnel of investments, which are time-bound buckets to develop a fast pipeline that moves opportunities and ideas to customer segment-specific experiences and capabilities. In order to achieve this, the company engages in thought leadership, conducts customer pilots, and scale their offerings by thinking of digital as a service.

While speaking of digital platforms, Chintan stressed the need to create platform economies within the organization, as this would help meet the objectives of cost-effectiveness and time to market.

Watch Chintan Mehta’s full PhotonWorld session below, where he discusses what is next for banking and FinServ.

To stay ahead of the curve, banks have to rethink how they do business and interact with their customers in a mercurial business environment. Industry incumbents today need to implement effective digital CX strategies to deliver new, competitive service offerings that cater to the ever-evolving demands of the connected customer.

Photon enables banking and FinServ companies to put personalization technologies at the heart of their customer engagement strategies to deliver the richer, personalized banking experiences that consumers seek.

Connect with us to reinvent consumer banking experiences

“In a world where customers have grown accustomed to advanced digital engagement, banks and FinServ companies need to integrate a digital platform strategy in order to gain the agility and scalability needed for rapid innovation and service delivery.”

Mukund Balasubramanian

CTO, Co-Founder at PHOTON

Mukund Balasubramanian