Case Study: ICICI Bank accelerates onboarding and deepens customer engagement with Whatfix

ICICI Bank uses Whatfix’s Digital Adoption Platform to Accelerate and Deepen Customer Engagement

ICICI Bank, one of India’s largest private sector banks with a global footprint, sought to differentiate its Corporate Internet Banking (CIB) service by improving customer onboarding and engagement. Facing rapid growth and realizing email newsletters were insufficient, CIB needed a way to accelerate activation so new customers became profitable sooner without compromising service quality or security.

CIB implemented Whatfix’s Digital Adoption Platform on-premise to deliver contextual, role-specific walkthroughs, task lists, Smart Tips and self-help content directly inside the banking app. The deployment improved alignment between business and technology teams, reduced navigation queries by 50%, lifted Net Promoter Score by about 3–5 basis points, and earned strongly positive user feedback — making Whatfix a cornerstone of CIB’s digital strategy as they plan further AI-driven enhancements and targeted upsell capabilities.

ICICI Bank

Kalyana Sritharan

Lead- Product Strategy, Digital Business & Customer Experience, CIB