Research on Key Issues of Digital Transformation in the Banking Industry——Customer Experience Evolution and Transformation Paths in the Digital Age
The strategy of"accelerating the development of digital economy and building a digital China"is an important opportunity to promote the digital transformation of commercial banks.This article first analyzes the background and internal driving factors of the digital transformation of commercial banks in the digital age,com-bined with the practice exploration of several foreign and domestic commercial banks in digital transformation,and summarizes the three digital transformation paths including"channel+organization""market+partner"and"tal-ent+technology".At the same time,it analyzes the trends of customer experience in the digital age,and based on practical considerations,it summarizes the six innovative capabilities that commercial banks need to strengthen in digital transformation,as well as the cube model for online financial ecosystem and customer experience improve-ment based on"digital operations"and"data-driven".Commercial banks should actively grasp the development opportunities brought by the digital era,select a digital transformation path that meets their own reality,enhance market competitiveness,expand knowledge boundaries,improve their capabilities in customer acquisition,data synergy,product innovation,etc.,and take more efficient and convenient financial services as an entry point to meet people's financial needs.
digital transformationbank transformationFintechopen bankingbig datadata governancedig-ital financedigital economy
NETL
NSTL
万方数据
