Impact Of Digital Transformation In The Banking Industry : Reshaping Banking Operations and Employees' Experience

Sammanfattning

Digital Transformation (DT) has become a key driver of competitiveness in thebanking sector, revolutionizing banks from traditional operations to digital-driven processes.Digital Technologies such as artificial intelligence, machine learning, blockchain, and roboticprocess automation have significantly transformed banking operations and services whileenhancing employees' experiences. This research investigates the challenges employeesface when integrating digital transformation in banking operations, alongside strategies toaddress these hurdles. A mixed-method approach was used for data collection, includingqualitative, quantitative, and thematic analysis. This research used semi-structuredinterviews with bank managers and surveys with bank employees to gain insight into theirchallenges. Findings indicate that digital transformation enhances operational efficiency,reduces manual workloads, fosters collaboration, and improves customer satisfactionthrough digital tools like mobile banking and online platforms. However, hurdles exist, suchas employees and customers resistance to using digital channels, digital skills gaps, regionaldisparities, and cybersecurity concerns. Bank employees face increased workloads, stressdespite transitioning to technology-driven tasks. Digital literacy is increased through trainingprograms, and strong cybersecurity measures were suggested as ways to lessen thesedifficulties. This study provides insight into how DT reshapes banking operations,employees' experience and highlights strategies to foster adaptability and satisfaction.