In the banking industry, digitization has evolved from simple customer service to a complete digital model for driving revenues and enhancing customer experience. Customer behavior has changed with the advent of new technologies and platforms including smart phones and social media. Banks need to step up their game and evolve their customer service model. To achieve this, they need a well defined digital strategy which encompasses the entire banking value chain with middle and back office as well.
This whitepaper highlights the growing importance of digital services in banking and explores the opportunities for banks to leverage digital services and enhance customer experience.