Mint’s CXO panel discussion on 15 September, digital heads of banks and non-banking companies said that they see a redefinition in the purpose of branch banking.“Ninety-five percent of transactions moved out of branches post-covid.
Unless there is a great need for customers to visit branches, we don’t see it happening. We have also seen fast adoption of WhatsApp banking and conversational banking bots," said Deepak Sharma, chief digital officer at Kotak Mahindra Bank. “It’s not just digital channels.
All channels like conversational, voice-based see a significant shift. Very soon, we will see this while doing small businesses transactions and loan origination.