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@article{180152,
        author = {ANJANAPPA. T},
        title = {Digital Transformation in Banking: Impact on Customer Experience and Operational Efficiency},
        journal = {International Journal of Innovative Research in Technology},
        year = {2025},
        volume = {1},
        number = {2},
        pages = {13-20},
        issn = {2349-6002},
        url = {https://ijirt.org/article?manuscript=180152},
        abstract = {The banking industry has undergone a significant transformation in the digital era, driven by the integration of advanced technologies such as artificial intelligence, mobile banking, big data analytics, and blockchain. This digital revolution has redefined traditional banking operations and customer interactions, fostering greater efficiency, accessibility, and personalization. The emergence of neobanks, digital lending platforms, and open banking systems has reshaped financial service delivery, creating new benchmarks for customer experience. Simultaneously, digital tools like Robotic Process Automation (RPA), predictive analytics, and cybersecurity protocols have optimized internal banking operations, minimized human errors, and enhanced risk management. This study explores the evolving landscape of digital transformation in banking and its dual impact on customer experience and operational efficiency. It examines recent technological advancements, the role of digital banking in financial inclusion, and how banks are leveraging innovation to remain competitive and responsive in a dynamic economic environment. The paper also highlights the role of banks in driving economic development, including capital formation, infrastructure financing, and supporting entrepreneurial growth through digital tools.},
        keywords = {Digital Banking, Customer Experience, Operational Efficiency, Financial Inclusion, Technological Innovation},
        month = {June},
        }