For banking to go digital, the first steps need to begin with empathy

IT SEEMS like a natural course correction with the virus outbreak. As banks have to limit physical interactions with customers, more transactions are moving online.

Banks are easily reporting surges in online transactions ranging from investments to corporate fund transfers, as the virus outbreak has made customers in part more comfortable with going digital.

But it is also an opportune time to remind banks of how service standards can be further improved for banking customers.