Transforming Financial Services with Gen AI and Trust

Deepika Gupta is a seasoned technology leader with a track record of driving digital transformations, leading global Tech organizations, and shaping strategies that put customers at the center. Passionate about innovation and continuous learning, Deepika enjoys mentoring future leaders and exploring how technology can create meaningful impact across industries. She is currently supporting Nexent Bank N.V. in defining their digital and transformation strategy.

Recently, in an exclusive interview with Digital First Magazine, Deepika shared her professional trajectory, insights into the role of AI and machine learning in enhancing customer experience and driving business growth, her favorite quote, personal hobbies and interests, future plans, words of wisdom, and much more. The following excerpts are taken from the interview.

Hi Deepika. Please tell us about your background and areas of interest.

My professional journey has always been rooted in IT. I studied Engineering in Information Technology and began my career as a software developer at a leading technology consulting firm. From there, I explored a variety of roles across the IT spectrum — from hands-on technical work to business analysis, project management, and eventually leadership positions.

In recent years, I’ve been particularly drawn to digital transformation. What excites me is that it’s not just about implementing technology, but about creating the right balance between people and technology to drive businesses forward.

What do you love the most about your current role?

What I love most about my role as Senior Vice President of Digital Banking and Transformation is the privilege of shaping the future of banking. It’s not just about defining a digital strategy — it’s about reimagining how people experience financial services in a world where expectations are constantly being reshaped by technology and consumer behaviour.

Equally exciting is turning big ideas like AI into practical reality. For me, it’s about moving beyond the hype to deliver solutions that are intelligent, human-centred, and truly transformative for both customers and the business.

What do you believe are the most significant challenges facing the financial technology industry today, and how can companies address them?

The biggest challenge in financial technology today isn’t the technology — it’s the people. Technology can be built, bought, or replicated. What truly differentiates companies is whether they can attract, inspire, and retain talent, and whether they foster a culture that allows innovation to thrive.

Too often, organizations focus heavily on systems and platforms while neglecting the human side of transformation. Without a culture that encourages curiosity, collaboration, and risk-taking, even the most advanced technologies will fail to deliver impact.

Can you discuss the role of AI and machine learning in enhancing customer experience and driving business growth?

Generative AI can deliver faster, smarter, and more personalized solutions, anticipating needs and inspiring choices that truly resonate.

But technology alone isn’t enough. The real differentiator is trust: customers must believe that AI’s guidance is accurate, unbiased, and genuinely in their best interest. When companies get this right, AI doesn’t just enhance experiences — it drives sustainable business growth and deepens long-term loyalty.

What’s your approach to professional development for your team, and how do you ensure they have the skills needed to drive digital transformation?

I believe in continuous learning and unlearning — for myself and my team. In a fast-evolving digital landscape, it’s essential to keep our skills and mindsets relevant for today and the future. For professional development, I encourage a mix of active and passive learning. Active learning includes participating in peer discussions — not just within financial services, but across industries — as well as engaging in firsthand projects and reading widely to stay abreast of emerging trends. Passive learning involves leveraging partnerships, mentoring, and input from external experts and technology providers.

Is there a particular person you are grateful for who helped get you to where you are?

I can’t single out just one person — I’m deeply grateful to all the managers who have shaped my journey. Each of them showed faith in me, giving me new challenges and opportunities, and provided unwavering support through both constructive and critical feedback.

I have been fortunate to have managers with very different personalities and approaches which has in turn helped me build my own style with a diverse set of qualities that I now bring to leading businesses and teams forward.

What is your favorite quote?

“Don’t fall in love with success. Fall in love with the habits that create success”.

What are some of your passions outside of work? What do you like to do in your time off?

I love traveling to new countries — it recharges me and puts things into different perspectives. I also enjoy reading non-fiction, especially stories of leaders who have built success from the ground up; their journeys are really inspiring. And sometimes, I just like doing nothing for a bit, watching TV, or listening to music.

What is your biggest goal? Where do you see yourself in 5 years from now?

I am looking forward to extending my impact beyond day-to-day operations by mentoring leaders and advising organizations on technology-driven growth. Having led complex technology transformations, I would like to further use that experience to help organizations navigate digital change at a strategic level, helping fintech companies innovate responsibly and effectively.

What advice would you give to young professionals looking to enter the financial technology industry?

My advice to young professionals entering the fintech industry is to stay open-minded and embrace multiple perspectives. The world is becoming smaller, customer expectations are higher, and simplifying complex business models requires fresh, diverse thinking.

While financial services are often seen as heavily regulated, I’ve found that sometimes regulations can serve as catalysts for innovation. The sector offers tremendous opportunities to drive meaningful change, so I encourage the next generation not to hesitate — be bold, be curious, and become the change agents who shape the future of fintech.

Nexent Bank N.V. is a niche bank dedicated to serving its international client base with a differentiated approach “The bank designed around you.” Established and licensed since 1994 in the Netherlands, the bank has developed a unique identity with extensive expertise in emerging economies. Based on the values of – dynamism, diversity, and expertise – it focuses on digital, intuitive, and personalized banking services for both retail and corporate customers.

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