Sajith Sivanandan, CEO and Managing Director, Tata Digital
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India’s next digital decade will be less about making transactions and services faster and more about using digital intelligence to improve access to credit, personalise consumer experiences and build trust. The next phase at digital platforms evolve from transaction-enabling infrastructure into intelligent, open networks spanning commerce, finance and consumer services.Sajith Sivanandan, CEO and Managing Director, Tata Digital, said the rapid evolution of quick commerce demonstrated how dramatically consumer expectations had changed. But he cautioned against assuming that 10-minute delivery would remain the universal benchmark.“Pricing, convenience, speed and quality” would continue to matter, but the model of quick commerce would have to evolve as companies expand beyond the top metropolitan markets, said Sivanandan at the Global Fintech Fest on Friday.Need for speedIn smaller cities, lower population density and different consumption patterns could lead to a different version of quick commerce, with consumers accepting slightly longer delivery times. He also flagged concerns around the pressure placed on delivery riders by the race to deliver within minutes.Instant gratification, shorter attention spans and demand for authenticity are reshaping customer expectations across sectors. These expectations are increasingly spilling over into banking, with customers expecting services such as home loans to be processed within hours rather than days.The bigger opportunity, however, lies in using digital payment data to expand credit access to small businesses that remain outside the formal financial system.
