Customers today expect their commercial banking experience to be the same as their experience in retail banking. Keeping this in mind, bankers have started admitting that the way forward for BFSI as a whole, is hyperpersonalisation.
"Hyper Personalisation is a journey that all financial institutions must make because the pandemic-induced digital transformation has led to customers being more inclined towards digital solutions that help customise choices," said Ashwini Kumar Tiwari, managing director of State Bank of India, at the second edition of ET BFSI Converge, held in November.