THE IMPACT OF DIGITAL BANKING ON TRADITIONAL BANKING SYSTEMS
Keywords:
digital banking, traditional banks, customer experience, workforce transformation, financial inclusion, OTP Group.Abstract
This article examines the impact of digital banking on traditional banking systems, focusing on how digital transformation reshapes internal operations, workforce structure, and customer experience. The study analyzes key challenges associated with digitalization, including workforce reskilling, changing customer behavior, and digital trust, while also highlighting opportunities for improving efficiency, financial inclusion, and service quality.
Based on analytical observations and practical experience at Ipoteka Bank OTP Group, the paper demonstrates that a balanced approach to digital transformation, combining technological innovation with investment in human capital is essential for the sustainable development of traditional banks
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