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Moving to touchless banking can enhance customers’ digital banking experience
The adoption of digital transformation in banking has been largely focused on offering a digital interface and a frictionless customer experience, while failing to address complexities in back-office processes. Given the ongoing pandemic, financial institutions are under pressure to introduce touchless operations. A shift to touchless operations will entail studying complex business processes and implementing next-gen solutions, using a well-designed transformation framework.
To move to touchless banking, financial institutions must leverage:
- Low code, no code automation – to limit IT involvement, reduce cost and dependence on coding skills, and enhance the benefits of automation
- Advanced artificial intelligence – to reduce manual effort
- Advanced analytics – to proactively identify and address customer needs
- Digitalization – to deliver faster, personalized service, improve transparency, and enhance experience for customer segments preferring physical interactions
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