The world will not be the same after COVID-19. The banking industry is dealing with unprecedented challenges. The closure of physical branches, remote working of staff, overworked Customer Help desks and broken processes in back-office are some of the challenges banks are grappling with. While several Banks are putting in timely interventions, the unsure are weathering the storm which might prove very costly. This pandemic is bound to create a new “Normal for Banking – Digital Centric”. From Conversational Banking, Assisted Digital Channels, BOT Enabled back-offices – will the Banks and Customers get used to this new Normal?
In this chat panelists talked about
• Impact of COVID-19 on Banks and their customers
• Tactical interventions Banks are putting in place
• Interventions which are here to stay beyond COVID-19