The digital initiatives of banks are intended to address the three C's i.e. Customer, Convenience and Cost. Spurred by COVID-19, it wouldn't be an exaggeration to say that digitization is no more an 'option' but a core necessity re-shaping how banks deal with its customers. A lot of progress is being made by GCC banks on digital front. Investor presentations and annual reports of some banks have special mention about digital initiatives and strategies, which indicates that the race to digitization is heating up.Digitization has paved way for the banks to launch end-to-end digital products like account opening, payment services and various other services. As banks embark on digitalization trend, it is essential to evaluate the digital features in terms of feature sophistication, business impact and integration with customer journey.
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