State-Bank-of-India: Engagement Banking

Banking has witnessed lot many changes during the last two decades and beyond the visualization of many bankers. The convergence of technology in banking is continuously proving to be a great enabler and a simultaneous disruptor. The digitalization of banking processes and services has induced changes in the fundamental ways in which banking is conducted. Digital reach has helped in the expansion of banking to hitherto underbanked population segments.

While customer-centricity is the central concept, the ways and means to translate customer-centricity into real customer appreciation are looming large in the minds of many bankers.

In the above backdrop of digital convergence of banking and customer-centricity, the concept of Engagement Banking started emerging on the horizon. Engagement Banking is the customer centricity manifested at the level of customer-centric digital experience.

The current course is intended to unravel the concept of engagement banking, the need to break free from the legacy approaches and reinvent the various Business operations models to match the evolving needs of today’s customers and enhance their experiences.