The Digital Dilemma

Digital banking has become a buzz and all banks are pursuing it in a big way on account of number of advantages like low transaction cost, convenience to customer, better customer service, to name a few. The present case relates to Bharat bank which also adopted this philosophy after realizing that it was lagging in digital initiatives. Alarmed with poor performance in digital initiatives, it launched the project “Digital excellence”, for popularizing digital banking. The half yearly review of the project was not encouraging. When the management got feedback from different nodal centres, it realized that the bank has to work on different aspects like customer support, product knowledge of the staff, vendor management, to name a few. Despite all odds the management of the bank is hopeful about the success of the project.