Elevating the Customer Experience through Bank Branch Digital Transformation

Banks are a constant – they loom on urban corners and dot rural towns, providing necessary financial services to their customers. However, they’re also rigid, often resulting in slower adaptation of new technologies.

In today’s world of heightened consumer expectations and the desire for more personalized and automated experiences, that’s no longer an option. Even though physical, brick-and-mortar bank branches are here to stay, it’s time for them to evolve.

On this episode of To the Edge and Beyond, brought to you by Intel, host Sarah Dandashy was joined by a trio of industry experts in Senior Intel Principal Engineer and Chief Technology Officer of RBHE Sanjay Addicam, Chief Digital and Marketing Officer at Karnataka Bank Pankaj Gupta, and Co-founder and CEO of DaveAI Sriram P H to explore how that evolution is taking place.


“There is a shift that is happening away from the role the branches used to play, traditionally,” Gupta said. “The branches are kind of moving toward managing processes, managing collections, [and] managing other regulatory requirements rather than the transactions, themselves.”

From a technology standpoint, Addicam said there’s been a recent explosion in kiosk implementation and use, which is transforming the way in which a typical branch operates.

That’s where solutions like DaveAI, an artificial intelligence-powered sales augmentation platform that “helps brands create a virtual sales avatar to understand their customers,” come in.

“When you have to cover a larger space in terms of number of branches, how can do that much leaner without compromising on the experience?,” Sriram said. “I think that’s where we try and leverage some of these technologies, like intelligent kiosks, to create what we believe is going to be a ‘branch in a box,’ where you can deliver the same experience, digitally, without compromising what really happens in a branch.”

Learn more about innovation in banking by connecting with Sanjay Addicam, Pankaj Gupta, and Sriram P H on LinkedIn.

Follow us on social media for the latest updates in B2B!


The Standardized Test Evolution Must Center Both the Classroom and the System
September 27, 2021
We've been following the disruption of standardized testing for a while now, especially with departures at the state level and among education professionals in the wake of the pandemic. From California to Florida, Read more
Why the In-Store Experience is Tapping into Customers’ Love for Ecommerce
September 27, 2021
Shoppers are much more accustomed to ecommerce today than 18 months ago, but that doesn't mean they aren't still bringing the digital to the physical store. Studies over the last few years have shown a range of Read more
Florida Plans to End its Standardized Test. Here’s How College Admissions Should Respond.
September 27, 2021
Educators and administrators continue to reel from the long-term effects of the pandemic on student success, SEL skills, and bridging the gap brought on by accelerated learning loss en masse. Part of this response Read more