The Impact of Digitalization on Retail Banking: Challenges and Opportunities for Customer Experience
DOI:
https://doi.org/10.51473/rcmos.v1i2.2024.865Keywords:
Digitalization, Retail Banks, Customer Experience, Data Security, Fintechs, InnovationAbstract
Digitalization has profoundly transformed the retail banking sector, driven by advancements in technologies such as internet banking, mobile banking, artificial intelligence, open banking, and blockchain. This technological revolution enhances convenience and accessibility for customers but also presents significant challenges, including the need to ensure cybersecurity, comply with regulations, and balance service personalization with maintaining a humanized customer experience. This article examines the main impacts of digitalization on retail banking, highlighting the benefits, challenges, and risks of this process, as well as exploring strategies that traditional banks can adopt to remain competitive amid the growth of fintechs and digital banks.
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