Webster Bank's CIO On Making AI More Than A Pilot With The 'Three-Legged Stool' Approach

In the rush to adopt AI, many enterprises fall into a familiar trap: launching dozens of disconnected technology pilots that exist in a vacuum, separate from the company's real mission. These scattered experiments generate plenty of buzz, but little actual value, leaving leaders wondering why their AI investments aren't moving the needle on core business goals. The problem isn't a lack of technology; it's a lack of integration.

CIO News interviewed Webster Bank Chief Information Officer Vikram Nafde, who took over as CIO in early 2022 at the time of Webster's high-profile "merger of equals" with Sterling Bank. A part of the Wall Street Journal CIO Network and CNBC Technology Executive Council, Nafde outlined his blueprint for transforming AI from a collection of siloed projects into a disciplined engine for growth.

• AI is a lever, not a strategy: For Nafde, the solution begins with a philosophical shift that rejects the very premise of technology-led experiments. He insisted that technology cannot lead; it must serve. "I don't believe in independent technology strategies that stand on their own, disconnected from the enterprise strategy. Technology in general is a lever for business objectives and goals, and AI falls in the same bucket."
• The art of the possible: Nafde sees his role as a proactive partner that can guide his fellow executive leaders through the junction point where tech meets outcomes. "As a CIO, I need to lead the charge and show my team 'the art of the possible'. It's my job to show others what any new technology could mean for business goals and outcomes in a way they understand and can act on."

The goal is to enhance the core fundamentals of banking, and not to allow technical advancements rewrite the narrative to fit mainstream and public market discourse.

• Core goals, fast-tracked by AI: "Our AI strategy is absolutely an extension of our business growth strategy. The question is still, 'How do we serve our customers and clients in the way they want to be served?', which often means fully digitally and omnichannel, and 'How do we continue to invest in our communities and make them stronger?'. All of those goals have been core goals at Webster Bank, and I think AI has an opportunity to significantly fast-track them," Nafde said.