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The Rise of Digital Banking and Fintechs: Branch Tomorrow

Breaking Banks

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Evolving Banking in the AI Era

This chapter examines how generative AI is reshaping client-bank relationships and the challenges banks face in engaging customers who increasingly prefer AI-driven interactions. It highlights the need for a balance between automation and human touch, especially for complex customer needs, while addressing the implications of digital banking on financial inclusion. The discussion also covers the regulatory and operational hurdles banks encounter as they adapt to a rapidly changing digital landscape.

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