Digital Transformation in Banking Leveraging Technology for Customer-Centric Financial Services

Abstract

The ongoing revolution in the banking industry with the use of digital tools artificial intelligence (AI), big data analytics, and blockchain, where the models, paradigms, and experiences of service delivery have been redefined. Through this review, the researcher will be able to look critically at how technological advancements are transforming banking institutions to be more customer-friendly and at the same time meeting challenges like regulatory complexity and legacy structure. An industry approach to value creation with conceptual models, experimental metrics and trends are discussed to give a well governed insight on value creation in digital financial services. Empirical evidence indicates that there are positive correlations among the area of technology investment, customer satisfaction and operational efficiency. At the end of the paper, the researcher provides information on the future research direction that must be undertaken in order to optimize the position of digital transformation towards the realization of sustainable, secure and inclusive banking.