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|Заглавие: ||DIGITALISATION IN THE BANKING SECTOR – THE NEED FOR NEW CUSTOMER-CENTRIC BUSINESS MODELS|
|Автори: ||Bathija, Alwin|
|Ключови Думи: ||digitalization|
new business models
|Issue Date: ||2021|
|Издател: ||Бургаски свободен университет, 8000 Бургас, ул. "Сан Стефано" №62|
|Серия/Отчет но.: ||ТОМ XLIV;с. 297-313|
|Резюме: ||This publication is part of a broader examination with regards to digitalisation in
the banking sector and the necessity of customer centric business models. The study also
considers the importance of perpetual alignment between business models and customer
needs to avoid market share losses.
This research paper examines at the extent to which digitisation in the banking sector is
needed and why customer centricity plays an important role. In terms of methodology, a
divergence analysis between banks’ current business models and customer needs will be
described which underpins the research question.
This article presents recommendations for banks in terms of how to dynamize business
models and optimization of channels. However, digitalisation in the banking sector is not
only an ongoing trend, but also poses a significant challenge to most institutions. This
article picks up on this and presents key challenges as well as opportunities for financial
institutions to deal with it.
An overview of digitalisation in the banking sector will be provided. It then takes a closer
look at customer needs and the current business models in banks. The article is rounded off
with recommendations for action and challenges for banks in digitalisation. This article
supports the wider objective of an elaboration to define a model to enable the banking
industry conducting a continuous analysis of defined input factors and resulting from that
changed customer behavior to derive recommendations for action to change or keep the
business model customer centric.|
|Appears in Collections:||2021|
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