POST-PANDEMIC BANKING: EVOLVING CUSTOMER EXPECTATIONS AND DIGITAL TRANSFORMATION STRATEGIES

Abstract

The COVID-19 pandemic has fundamentally reshaped the banking industry by accelerating the shift towards digital services and altering customer expectations. This study explores how banks are adapting to the post-pandemic landscape through innovative digital transformation strategies aimed at enhancing customer experience, ensuring operational resilience, and maintaining competitive advantage. Key factors driving change include increased demand for seamless online banking, personalized financial solutions, and heightened security measures. The research highlights the critical role of emerging technologies such as artificial intelligence, blockchain, and cloud computing in meeting evolving customer needs. Ultimately, banks that successfully integrate digital innovation with customer-centric approaches are positioned to thrive in the new normal.