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Increasing adoption of digital payments has resulted in stiff competition within the industry. Non-bank payment players have become more aggressive, aiming to grow into full scale financial service providers.
Wide discontent with conventional banks have led to the emergence of mobile-only fintech banks. However, these challenger banks are struggling to expand their customer reach, putting doubts whether they can stand against bigger traditional banks.
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.