Banks must compete on customer experience to stay relevant: EY report

Banks must prioritize customer experience to stay relevant, evolving branches into 'phygital' advisory hubs, according to an EY India report. The future of banking hinges on a blend of human interaction and AI, focusing on anticipating needs and providing timely support. While personalization is growing, trust in chatbots lags, highlighting a need for empathy and robust data privacy alongside automation.

Raccontata daeconomictimes.indiatimes.com