Deborshi Bhattacharjee - Corporate Trainer & Financial Consultant

"How UPI has quietly infused new liquidity Into India’s Banking System" -

India’s banking system has gone through an interesting shift in the last few years. On one side, many retail banks have seen a drop in fresh deposits. People are parking less money in savings accounts due to low interest rates, higher spending habits, rising digital investments, and the popularity of alternative instruments like mutual funds and small-case style platforms.

But at the same time, something unexpected has happened—UPI has silently created a new flow of liquidity into banks.

Earlier, a lot of money moved in cash form—offline, unrecorded, and outside the banking network. This cash rarely made its way into bank accounts unless someone voluntarily deposited it. As a result, banks often missed out on a huge volume of short-term money movement.

The government’s UPI strategy changed this completely.

Today, every payment—small or big—is happening digitally. Auto fares, grocery bills, tuition fees, vendor payments, local services, food stalls—everything ends up being settled through UPI. And every UPI payment must be linked to a bank account. This single shift has done something powerful:

• Money now enters bank accounts first before being spent

• The same money circulates back into another bank account after spending

• Cash leakage has reduced drastically

• Banks see continuous incoming and outgoing flows instead of relying only on deposits

This constant circulation has created a new layer of liquidity. Even if fixed deposits or savings deposits haven’t grown at the same pace, the overall money movement inside banks has multiplied. Banks now sit on a larger transactional ecosystem, which strengthens their ability to lend and manage liquidity.

UPI didn’t just transform how Indians pay.
It quietly transformed how Indian banks breathe.

“A Branch visit after 7 Years… and nothing has changed”

Last week, on a very rare occasion, I visited my bank branch after seven long years. I wasn’t expecting a red carpet, but I did hope that things in retail banking may have improved. Spoiler: they haven’t!

The moment I sat down, the bank executive—whom I had never met—jumped straight into what she proudly called a “brilliant investment idea.”
“Sir, you just need to pay for 5 years… blah… blah…”

And what was this great idea?
A life insurance product dressed as an investment solution. Classic.

I politely refused, and she shifted gears faster than an F1 racer.

“Sir, you don’t have a credit card with us! You’re eligible! Amazing offer!”
Again, I declined.

What struck me wasn’t the pitch—it was the complete absence of basic connection. She didn’t ask me a single question about what I needed. She didn’t even introduce herself by name. Yet, she expected I would feel obliged simply because she represented the bank. The optimism was admirable, the approach...not so much!!

The ordeal wasn’t over.
I met the Branch Manager—my primary reason for visiting—and even he decided to pitch a pre-approved business loan as if he had discovered gold. “Minimal documentation, sir!”
Wonderful. Except… I never asked for a loan.

Now, I am not saying they shouldn’t pitch products. They have targets, I get it. But here’s the real question:

Whose needs are being fulfilled here—mine or theirs?

After 7 years, the least they could do was understand why I walked into the branch. Product recommendation should be the final step, not the opening line. First, build rapport. Understand the customer. Then advise.

That’s what we practise with our own clients every single day. And maybe—just maybe—banks could try the same.

"Customer Experience – The Real Game Changer"

We often hear about customer service and after-sales service, but the real focus today should be on customer experience. In modern business, success is not just about solving issues — it’s about how a customer feels at every stage of their journey. Every touchpoint matters — from the first enquiry to the last interaction.

Companies that understand this have changed the game. , for example, doesn’t just sell gadgets; it creates an experience — from the elegant packaging to the smooth service at its stores. In India, has transformed its reputation by focusing on customer experience — offering seamless test drives, transparent communication, and proactive service reminders that build trust and satisfaction.

Customer experience is about anticipation — knowing what a customer needs even before they ask. Whether you run a retail store, a financial firm, or an app-based business, the rule is the same: make your customers’ journey easy, pleasant, and memorable.

Use technology wisely, train your people well, and listen to feedback. A satisfied customer might stay, but a delighted customer becomes your best promoter. In a world of endless choices, experience is what makes a brand unforgettable.

The message is clear — products can be copied, prices can be matched, but no one can replicate a great customer experience.

" The Cost of Realising Too Late "

Why do so many companies fail to value their employees when they are giving their best? It’s a pattern we see too often — an employee works hard, contributes consistently, and strives for growth. Yet, recognition and meaningful opportunities remain absent. Only when that employee decides to resign do employers suddenly discover their “value.” Promises of promotion, pay hikes, and future prospects appear overnight.

Isn’t that short-sighted? Isn’t that a sign of poor leadership? True leadership lies in identifying and nurturing potential before it’s too late. When an organisation waits for a resignation letter to act, it has already failed to build trust. This reactive approach not only demotivates employees but also damages the company’s culture.

Every employer must understand a simple truth — you cannot stop quality from growing. Talented people will not wait endlessly for recognition or fair treatment. If they feel undervalued, they will move on to where their worth is acknowledged.

I have seen it during my own corporate journey, and I still see it happening across industries today. Retaining talent isn’t about offering desperate counteroffers at the last moment. It’s about creating an environment where employees feel seen, valued, and trusted every day. Because once good talent decides to move on, no amount of promises can truly make them stay.

It was a pleasure to be invited as a resource person at Pragjyotish College, Guwahati, to speak on Personal Finance.

At Nuovo, this is what we have always stood for — encouraging and empowering young minds to raise their financial IQ and make informed choices for a smarter financial future.

Ownership+Skill+Coordination for the employees of an infrastructure major.

Here we go again!
Another session with the officers of Indian Oil. Grateful to be part of Team CAANHA and can't thank Barsha Dutta Deori enough for the opportunity.

for the departmental heads at Apollo Excelcare Hospitals.

Looking forward to more such transformative sessions!

Thrilled to have led another incredible session, this time with the mid-level managers of Indian Oil Corporation from across India.

It was an honor to share my knowledge and experience with such a dedicated and skilled group of professionals.

& Training for Bank RM's