The impact of artificial intelligence on shaping the future of banking customer engagement

Artificial intelligence is a powerful technology of humankind and the primary driver of revolutionizing the banking industry. "How AI will shape the future of banking customer engagement" describesthe fundamental research question. The rise of customer expectations in the modern digital world makes it imperative for banks to rethink how they engage with their customers. This paper addresses how incumbents can take advantage of AI capabilities towards a rethought customer engagement by reimagining their role in the new banking ecosystem. It explores relevant literature, and primary research relies on guided industry expert interviews and consumer insights through a survey.