Digital transformation has become a buzzword in Bangladesh’s banking industry, as financial institutions increasingly embrace technology to improve customer experience and operational efficiency. With over 124 million internet users in the country, the shift to digital platforms is inevitable.
Online banking, mobile apps, and automated teller machines (ATMs) have become the norm for urban customers. Leading banks like BRAC Bank, City Bank, and Dutch-Bangla Bank are investing heavily in IT infrastructure and cybersecurity to cater to the digital-savvy customer base.
Digital transformation not only enhances service delivery but also reduces operational costs for banks. Real-time transaction monitoring, AI-driven customer service chatbots, and predictive analytics for loan approvals are becoming mainstream. Additionally, the introduction of agent banking has enabled rural areas to access banking services without requiring physical branches.
Despite these advancements, there is room for improvement in digital literacy and internet accessibility for rural populations. Banks must also focus on mitigating cybersecurity risks and ensuring regulatory compliance to build customer trust in digital banking.
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