Backbase appoints Greg Fahy and Deepak Pandey as CTOs

By Divya Shah

Why this matters: Backbase’s appointments reflect the increasing importance of AI agents that can handle banking tasks and customer requests within established controls.

Backbase appointed Greg Fahy as Chief Technology Officer (CTO) for Digital Banking and Deepak Pandey as CTO for Agentic Banking, bringing a combined 20 years of experience at the company.

The appointments aimed to support Backbase’s continued growth in digital banking while accelerating its development of agentic banking technology, which allows AI agents to carry out customer tasks within a bank’s policies and controls.

Fahy will lead the company’s digital banking business, which provides the platform used by more than 120 banks to manage their customer channels. His responsibilities will also include overseeing Backbase’s Delivery Factory, an AI-powered software development platform designed to support banking implementations, migrations and upgrades.

According to Backbase, teams using Delivery Factory across more than 10 implementations in the past 12 months completed projects twice as fast as traditional teams. The platform also reduced the effort required for requirements and specifications by 80%, coding and review work by 40%, and increased test and automation coverage by 60%.

Fahy joined Backbase in 2018 as Technical Director and most recently served as CTO for Services, where he led several major global transformation programmes.

Pandey will lead the engineering and technology teams responsible for Backbase’s Banking OS and its Conversational Banking, Relationship Intelligence and Customer Operations solutions.

He has been developing the company’s agentic banking architecture since 2024 and helped establish the technical foundations of the banking OS. His work will focus on enabling AI agents to handle customer requests and complete banking tasks while following each institution’s policies and controls.

Pandey will work alongside Roland Booijen, who was appointed Chief Product Officer for Agentic Banking in September.

Backbase has also expanded its agentic banking capabilities through several developments this year. In June, the company acquired Kasisto, bringing its agentic platform, financial services expertise and New York-based team into the Banking OS.

In October, Backbase made Conversational Banking generally available. The solution was already in production at more than 10 banks. At one of South Africa’s four largest banks, it supported 22 million customer interactions and increased self-service containment from 20% to 70%.

Jouk Pleiter, founder and CEO of Backbase, said banks were increasingly managing two major technology priorities: modernising existing digital banking services and preparing for the next phase of agentic banking.

He added that the two CTO appointments would provide dedicated technology leadership for both areas, supporting the company’s next stage of growth.