Implementation strategies for digital customer engagement in retail banking services

Posted: Mar 13, 2022

• Dr. Prof. Victor Johansson
• Dr. Prof. Victor Torres
• Dr. Prof. Victoria Ivanov

Abstract

The digital transformation of retail banking services represents one of the most significant paradigm shifts in the financial services industry over the past decade. Traditional banking institutions face unprecedented challenges in maintaining meaningful customer relationships while transitioning to digital-first service models. This research introduces a novel conceptual framework that reimagines digital customer engagement through the lens of neural synchronization and bio-inspired interaction patterns. Drawing inspiration from neurological principles of human connection and communication, we propose that successful digital engagement requires establishing resonant patterns between customers and banking systems. This approach represents a significant departure from traditional implementation strategies that prioritize efficiency and functionality over emotional connection and relational depth.