"Banks have to take care that while embracing technology and transforming traditional touch-points to electronic ones, they shall not lose the human touch with their customers." The banking industry is highly information-intensive. No wonder banks globally have been effectively deploying information technology as a strategic resource to achieve speed, efficiency, cost reduction, customer service and competitive advantage. In India, it was the new-generation banks that set the trend by using technology to the hilt.

They brought in anywhere, anytime, anyway banking to customers. The value proposition of the convenient, innovative, technology-enabled products and delivery channels attracted new, profitable customers to their fold in large numbers. Slowly, the traditional banks also realized the power of technology and initiated the absorption of technology to retain their profitable customers, and to enhance their efficiency, productivity and competitiveness.

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