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A growing share of customers now expect banking to be as seamless as any other digital service they use daily, with minimal friction and instant resolution. This has pushed institutions to rethink service design from the ground up, integrating chat-based support, self-service dispute resolution and proactive alerts into everyday banking. Institutions that treat digital experience as a core differentiator, rather than a cost-saving measure, are finding it easier to build lasting customer loyalty in an increasingly commoditised market.
