1Research Scholar, Aligarh Muslim University, pallavipandey1507@gmail.com
2Associate Professor, Aligarh Muslim University, khanbilalmustafa@gmail.com
3Sr. Associate Professor, National Institute of Construction Management & Research, hsingla25@gmail.com
Online published on 26 October, 2021.
COVID-19 has brought the challenges to the business industry. This pandemic has forced the banking industry to adopt digitalization and new-age technologies. Due to the pandemic banks aim to deliver best-in-class customer service and frictionless experiences to their customers. COVID-19 has accelerated the need for digital solutions, video-based interactions and omnichannel experiences. These features of digital platform are necessary for banks to provide uninterrupted services, safely to customers and allow business as usual. Artificial Intelligence and Machine Learning are enthusiastically adopted by the industry to transform their decision-making processes and focus aggressively on costs. Customer experience is the primary focus for the banks that are looking for ways to improve it either with their applications or simplifying customer journeys and introducing omnichannel experience. COVID-19 has forced banks to focus on end-to-end digitalization that enable businesses to function, while “wow” (walk out working) factors such as dashboards take a back seat.
Digitalization, Artificial Intelligence, Omnichannel, Wow, Video-based-interactions
