Axis Bank held the fourth edition of its flagship customer initiative, Sparsh Week 2026, from 7 to 11 September 2026 across India. The theme for this year was Act with Speed, which focused on listening to customers and turning their feedback into faster action. The bank set a target of holding more than 2.5 lakh customer conversations during the five day period.
What Is Sparsh Week?
Sparsh is Axis Bank’s bank wide programme to build a culture of customer obsession. Customer obsession means keeping the customer’s needs at the centre of every decision, from branch service to product design. The bank started Sparsh in FY22 and measures its progress through the Net Promoter Score (NPS), which is a standard scale that shows how likely customers are to recommend a bank to others.
The first Sparsh Week was held from 9 to 13 October 2023 with the core ideas of Listen, Act and Celebrate. Since then it has grown into the bank’s largest yearly exercise to bring customers, employees and senior leaders together. The programme is guided by four work principles: Own the Brand, Own the Customer, Act with Speed and Zero Pendency. Zero pendency means no customer request should remain pending or unresolved.
| Edition | Period | Theme or Focus |
|---|---|---|
| First | 9 to 13 October 2023 | Listen, Act and Celebrate |
| Second | 5 to 9 August 2024 | Customer Delight and Sparsh 2.0 |
| Third | 1 to 5 September 2025 | Raise the Bar |
| Fourth | 7 to 11 September 2026 | Act with Speed |
What Happened During the Fourth Edition?
The 2026 edition aimed to cut the gap between what customers say and how fast the bank responds. Teams across branches, loan centres, phone banking units and field offices held direct conversations with customers across segments, regions and life stages. These included listening sessions, leadership immersions and community outreach programmes. The goal was that every interaction should lead to a clear insight, a faster reply and a stronger relationship.
Leadership participation was a key highlight. More than 90 senior leaders, including Managing Director and Chief Executive Officer Amitabh Chaudhry, went into the field from Kashmir to Kanyakumari and from Kutch to Kohima. They met customers and frontline staff to understand ground level problems and guide quick solutions.
To show quick action, the bank introduced a simplified financing process for auto and two wheeler loans during the week. The process is fully digital and paperless, with automated checks, straight through processing and direct links with dealers. Eligible customers, both existing and new, can move from application to disbursal in just 30 minutes. The bank presented this as an example of how customer feedback can reduce paperwork, speed up access to credit and improve the overall experience.
Building Customer Focus Inside the Bank
Along with customer meetings, employees took part in skill building and recognition activities during the week. These included learning programmes such as Pulsate, Ignite and AI Masterclasses, along with fireside chats, hackathons, design thinking workshops and customer experience simulations. Design thinking means solving problems by first understanding the user’s needs and then testing simple solutions step by step.
The bank also ran contests, Sparsh Stories sessions and leadership conversations to share good practices from the field. The idea is to make customer first thinking a part of daily work and not just a yearly event. The bank has said that since Sparsh began in FY22, its indexed Retail Bank NPS has improved in a clear manner and its rank in outside customer experience studies has also strengthened.
About Axis Bank
Axis Bank Limited is India’s third largest private sector bank by assets. It was promoted in 1993 as UTI Bank and started operations in 1994 as one of the first new generation private banks allowed after financial sector reforms. Its name was changed from UTI Bank to Axis Bank on 30 July 2007. The registered office is in Ahmedabad in Gujarat and the corporate office, Axis House, is in Worli in Mumbai.
The bank serves large and mid corporates, small and medium enterprises, agriculture and retail customers. As on 30 June 2026, it had 6,295 domestic branches and 12,564 ATMs and cash recyclers across the country. The Managing Director and Chief Executive Officer is Amitabh Chaudhry, who took charge in January 2019 and is serving a term that runs till December 2027.
Key Takeaways
- Axis Bank held the fourth edition of Sparsh Week from 7 to 11 September 2026 under the theme Act with Speed.
- The bank targeted more than 2.5 lakh customer conversations during the five day drive across India.
- More than 90 senior leaders joined field visits from Kashmir to Kanyakumari and Kutch to Kohima.
- A new digital auto and two wheeler loan process offers application to disbursal in 30 minutes through a paperless system.
- Axis Bank, started as UTI Bank in 1993 and renamed in 2007, is headquartered in Mumbai and is India’s third largest private sector bank.
