Articles

In today's fast-changing world, digital has become a way of life in every single field, and it is affecting all industries by providing multi-channel connectivity with people. In the banking industry, moving to the digital age allows for more improvements in customer-related operations and transaction-related operations within a day. These studies are from the perspective of customers. Customers prefer the flexibility of using digital financial services. Banking clients are commonly given technology-related services, whether they are online or not. Now, banks are focused on providing instant credit card issuance and personalized financial solution services to their clients. They are responsible for managing mass affluent clients who conduct transactions approximately the same as mass retail clients. Providing personalized services on time to individual end users will significantly enhance customer value with the banks. Customers who use the bank digitally perform more operations than those who go to the branch. Thus, they become more valuable clients for the banks. This strategic approach to the digitization process takes place in this fast-changing environment, and the major steps of this journey will be explained in the next chapters [1].