Today's banking has become extensively digitized, reporating artificial intelligence and robotics. Yet, customers still place their trust in bank employees. Chatbots cannot understand emotions.On the contrary, technology-empowered employees play the role of digital advisors, encouraging and training customers to conduct banking transactions through digital and mobile apps while maintaining relationships on an emotional level. Today's bank officers have also become investment bankers/merchant bankers for customers. Now, employees are also switching banks, expecting a hike in their salary packages. The solution to this is to upskill such employees, assign them suitable tasks, and elevate their level.
The importance of banks in a country's economy is unparalleled, a fact that is well-known and universally acknowledged. Banking is not merely an institution that handles financial transactions; it is a trusted service....(To read more, open the Banco Anniversary Special Issue, May-June 2026)