In this episode, Manisha Tank is joined by Dr Shantanu Bhattacharya, Chief Technologist for Data and Analytics at the NatWest Group, and Ujjwal Jyoti, Managing Director at Accenture Financial Services, India. We discover how digitalisation has transformed the banking industry, from simplifying products and services to building recommendation engines. We also hear from Dr Bhattacharya on building a customer database and coming up with a Next-best Action (NBA) strategy.

Using key statistics extracted from Accenture's Global Banking Consumer Study, we find out why banks need to put back the human touch into banking in the next few years, and how ironically, the power of AI—as well as other new frontier technologies like the metaverse and NFTs—is going to help achieve this goal.

Ujjwal also gives us the answer to a question we've all been asking ourselves: will new technologies like generative AI lead to a loss in job opportunities? Lastly, Dr Bhattacharya gives some advice on how companies can navigate their digital transformation journeys, particularly in crafting simplified customer and employee experiences.

Visit Enterprise Transformation, a podcast series that explores how new technology is enabling enterprise transformation and reimagining organisations to seize future opportunities: https://impact.economist.com/projects/enterprise-transformation/

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