The new-age banking paradigm | HCLTech
Digital Process Operations

The new-age banking paradigm

Technology has redefined how banking institutions operate, with artificial intelligence (AI) and data science at the forefront of this transformation.
5 minutes read
Amit Sethi


Amit Sethi
Global Operations Director, Digital Process Operations
5 minutes read
The new-age banking paradigm

Technology has redefined how banking institutions operate, with artificial intelligence (AI) and data science at the forefront of this transformation. The volume and complexity of data and the expectations of customers have made technology one of the most crucial pillars of modern-day banking.

Seamless digital experiences and personalized financial solutions with hyper-focus on customer satisfaction mark the era of new-age banking. Modern customers are more inclined toward technology and the convenience, immediacy and hassle-free services it offers. However, the incumbent banking system, bound by limitations, fails to deliver this.

According to Statista, the net interest income in the digital banks market is expected to reach $1.2 trillion by 2028, growing at a CAGR of 13.39%.

Digital banking vs. traditional banking

It's a tale of two worlds when we compare digital banking with traditional banking. Digital banking uses electronic platforms and advanced technologies to deliver a comprehensive suite of , including account management, payments, transactions and financial advisory services. On the other hand, the traditional banking system has relied on physical branches, paper-based processes and direct customer interactions for ages.

Banks have served their purpose for centuries, but the operating style has largely remained unchanged for over 500 years. This has led to a disconnect with younger generations accustomed to the convenience of the digital world.

The roots of digital banking can be traced back to the 1960s, with the introduction of mainframe computers for automating banking tasks, but it picked up pace in the 2000s thanks to the rise of the internet. However, digital banking has steadily increased since 2015, with the financial technology (FinTech) industry making every opportunity count.

What sets digital banking apart from traditional banking is its flexibility to operate each second of the day. Digital banking has practically changed our perception of managing our finances. The operative method of digital banking has placed immense pressure on conventional financial services players, making it challenging for them to meet the expectations of today's digitally savvy consumers.


Label Traditional Banking Digital Banking
Accessibility Bank branches and ATMs Online portals and mobile applications
Operational Hours Restricted 24x7
Fees High Low
Transactions Paper-based processes Online portals and mobile applications
Convenience Customers are required to make personal visits to branch Menu-driven methods and self-service options
Security Conventional AI-powered fraud detection systems
Customer Service Phone calls and in-person bank visits Chatbots, virtual assistants, limited manual support


The new challenge

The proliferation of smartphones and widespread online connectivity has given rise to mobile banking apps and online banking. This has empowered customers with greater control over their finances and the ability to manage their accounts anywhere and anytime.

FinTechs have injected creativity and innovation into the banking industry, forcing traditional banks to rethink their approaches and embrace digital transformation. This approach has disrupted traditional banking by offering revolutionary solutions, such as peer-to-peer (P2P) payments, robo-advisory services and blockchain-based applications.

Advantages of going digital

Even though the core functions of both banking models remain the same, one of the biggest advantages for digital banks is that the legacy systems and traditional banking infrastructure unburdens them. They have leveraged the power of technology to deliver enhanced customer experiences and gain a competitive edge.

  1. Personalized solutions: Thanks to machine learning and predictive analytics, digital banks better understand their customers' financial behavior and preferences. The data-driven insights help them to provide tailored financial solutions, personalized recommendations and intuitive user interfaces, contributing to enhanced customer satisfaction.
  2. Agile operations: Digital banks operate on a cloud-based infrastructure, offering them the flexibility to shape their operating models and capabilities in a dynamic and agile manner. This adaptability enables them to respond swiftly to changing market conditions and customer needs, ensuring their continued relevance in the ever-evolving financial landscape.
  3. Cost optimization and enhanced customer benefits: The absence of overhead costs associated with physical infrastructure, such as branch maintenance and staffing, gives the new-age banking system an added advantage. The extremely low operational expenses directly benefit the end user through competitive interest rates and fee structures.
  4. Accessibility and convenience: Digital banking provides customers access to banking services anytime, anywhere. The convenience allows customers to manage their finances, perform transactions and seek support without the constraints of physical branch timings.
  5. Cybersecurity: The threat of cyberattacks remains a paramount concern of the banking system. Digital banks employ AI-powered fraud detection systems, encryption tools and sophisticated algorithms to protect their customers' data and safeguard their financial assets.

The road ahead for traditional banks

Embracing digital transformation and fostering a culture of innovation is the way forward for traditional banks to maintain their competitive edge. Adapting to the digital landscape is not only a strategic imperative but an absolute requirement for sustained success.

  1. Robust leadership: Traditional banks need strong leadership with a clear vision, the ability to execute strategic plans effectively and the courage to disrupt the status quo.
  2. Investing in digital infrastructure: A robust digital infrastructure is necessary for the conventional banking system. This includes upgrading technology platforms, enhancing cybersecurity measures and developing user-friendly digital interfaces.
  3. Prioritizing user experience: Traditional banks must invest in intuitive designs and seamless digital platforms to cater to the needs and preferences of their customers.
  4. Collaborative partnerships with FinTechs: Collaborative partnerships with FinTechs offer a pathway to mutual benefits, combining regulatory compliance and goodwill with the agility and innovation that characterize the FinTech landscape.
  5. Emerging Technologies: The future of banking is driven by emerging technologies. Digital currencies, open banking initiatives and technology integration in all banking operations are poised to revolutionize the industry.
  6. Agile methodologies for continuous improvement: Adapting and innovation are important for traditional banks to prosper in the digital era. This iterative approach will foster a culture of continuous improvement, ensuring that their digital offerings remain relevant.



Cutting-edge technologies like AI and data science will continue to revolutionize the way we interact with money. This convergence of tech and data will set new standards for convenience, accessibility, and financial well-being.



As we dig deeper into technology, we can confidently predict that digital banks will play a vital role in shaping the banking sector’s future. Cutting-edge technologies like AI and data science will continue revolutionizing how we interact with money. This convergence of tech and data will set new standards for convenience, accessibility and financial well-being.

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