THE CHANGING FACE OF BANKING ACROSS THE GLOBE
The banking industry has come a long way from being largely personnel-driven around 5 to 7 years back to predominantly digital today. Rapid advances in consumer technology and the evolving expectations of consumers have transformed the business of banking irrevocably. A significant proportion of bankers rarely visit branches and even branches are progressing towards a customer-led service delivery model, aided by interactive touch screens providing information on the banks offerings, biometric authentication, virtual assistants and so on. This is the age of self-service banking; freeing front-end bank staff from day to day transactions to focus on providing services on the banks’ high end offerings and improving the overall customer experience.