Digital transformation is far beyond just moving from traditional banking to a digital world. It is and other financial institutions learn about, interact with and satisfy customers. An efficacious digital transformation begins with an understanding of digital customer behavior, preferences, choices, and likes, dislikes, stated as well as unstated needs aspirations etc... And this transformation leads to the major changes in the organization, from product centric to customer centric view. The most effective way to understand and bring the organization from traditional banking to digital banking is omni channel approach. As customers continue to change their channel usage patterns, bank and credit firms need to focus on delivering a seamless customer experience across touch points. More than just an axiom, omni channels banking is a prospect to take bottom line on higher note by gaining insights from customer channels, behavior and preferences. Todays customers are more sophisticated and tech savvy, and to cater to their specific needs, each customer need unique customers from banking. They want the companies to understand their unstated needs as well as their likes. So, it should come as no surprise that these customers are expecting similar kind of response and service from banking institution too. From researching new service, opening an account, checking balance, conducting transactions, loans, credits, wealth management, customer support, and experience has become a key to success in this competitive market place.
BY Arati B. Pawadi "Digitalization in Banking Sector"
Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Special Issue | International Conference on Digital Economy and its Impact on Business and Industry , October 2018,