Global Banking and Finance Review
19 February 2020

The banking dilemma: balancing digital transformation with personalisation

When embarking on digital transformation projects, banks must ensure their new initiatives meet all their customers’ needs, otherwise they risk losing them to competitors. While there is no denying digital banking offers significant benefits, digitizing the entire banking experience is not recommended. Instead, banks should look at how they can use technology to enhance customer experiences and eliminate outdated processes.