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While many financial institutions in emerging markets are trying to strike the right balance between their physical footprints and digital presence, leading banks in mature markets are proving that digital transformation can boost profitability and efficiency.
Shashank Luthra, director of digital transformation, and James Cronk, director of financial services of Cisco, discuss how banks can evolve their customer service with digital enablement to create a seamless omni-channel experience.
While digitalisation eradicates some of the primary functions of branches and ATM terminals, there are still some services that digital banking cannot replace. The Australian experience shows how digital banking and branch banking have reversed their erstwhile inverse relationship.