| Autor: |
Adke, Vyankatesh, Bakhshi, Priti, Askari, Muniza |
| Zdroj: |
International Journal of Electronic Banking; 2024, Vol. 4 Issue: 2 p154-167, 14p |
| Abstrakt: |
The rise of Fintech and Bigtech firms have significantly contributed to growth in financial services in Southeast Asia; being further boosted by open finance initiatives instituted by regulators. The main aim here is to offer integrated financial services by making customer experiences fully digital, frictionless, and anticipatory to customer needs, based on digital technologies such as cloud, 5G and artificial intelligence (AI) infusion. This is now challenging retail banks to embark on complex digital transformation journeys by balancing costs and accrued benefits. By analysing existing literature on advancements in digital technologies and the impact thereof on consumer behaviours and customer experience measures, the study presents key insights in the form of a conceptual framework on key factors to consider for improving customer experience that can help retail banks. The scope of the study is limited to Singapore and Indonesia, but the outcomes could be beneficial to adjacent markets in Southeast Asia. |
| Databáze: |
Supplemental Index |
| Externí odkaz: |
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