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1. CHANGINGTECHNOLOGYANDCUSTOMERNEEDSINTHEBANKING
INDUSTRY:ASTUDYONINDIANBANK
SUMMERINTERNSHIPREPORTPRESENTATION
SHIVAM KUMAR
Roll No : 21341
Reg. no: 21302333059
BBA (Finance)
Session: 2021-24

2. • “Technological innovations will be the
heart and blood of the banking industry
for many years to come.” – John Stumpf,
former CEO of Wells Fargo.

3. OVERVIEW OFTHEPROJECT
Thissummer,Ihadtheopportunity todelveintoacriticalstudyfocusedontheintersectionof
technologyandevolvingcustomerneedswithinthebanking industry.
• Theprojectcentersonunderstanding thedynamicchangesinthebanking landscape,
particularlyemphasizingtheroleoftechnologyandhowIndianBanknavigatestheseshifts.
• Inaneraofrapidtechnologicaladvancements,exploringhowthesechangesinfluence
customerexpectationsisessentialforbanks tostaycompetitiveandrelevant.
• Today,I'mexcitedtosharekeyinsightsandfindingsfromthisstudy,sheddinglightonthe
evolvingtrendsandstrategiesadoptedbyIndianBanktomeetthechanging demandsofits
customers.

4. PROJECTOBJECTIVES
Beforewediveintothespecifics,let'soutlinetheobjectivesofourstudy.
• AnalyzingTechnologicalImpact
• Uncoverthetransformativeimpactofevolvingtechnologieswithinthebanking sector.
• Understanding CustomerNeeds
• Delveintotheshiftinglandscape ofcustomerexpectations,discerningthefactorsthat
drivesatisfactionandloyalty.

5. CHANGINGTECHNOLOGYINBANKING
Now,let'sdelveintotheintricateandrapidlyevolving
worldoftechnologywithinthebankingindustry.The
seismicshiftswe'rewitnessingarefundamentally
transforminghowbanksoperateandengagewiththeir
clientele.

6. DIGITALTRANSFORMATION:
Digitaltransformation isattheforefront, redefiningbanking
operations.Theadoptionofadvanceddigitaltechnologieshas
notonlystreamlined internalprocesses buthas also
revolutionized thewaycustomers interactwiththeirbanks.
Frommobilebankingtoonlinetransactions, thisparadigm shift
isshapingamoreconnectedandefficient bankingexperience.

7. AIANDAUTOMATION:
•Theintegrationofartificialintelligenceandautomationisa
game-changer.BanksareleveragingAItoenhance
customerservicethroughchatbots,personalizeofferings
basedonuserbehavior,andautomatebackendprocesses
forheightenedefficiency.

8. BLOCKCHAINANDSECURITY:
Blockchaintechnology hasemerged asakeyplayerinensuring the
security andtransparency offinancial transactions.Its
decentralized natureprovidesatamper-proofledger, mitigating
fraudrisks.Assecurity concernsloomlargeinthedigitalage,the
adoptionofblockchainisastrategic movetowardfortifyingthe
integrity ofbankingoperations.

9. EVOLVING CUSTOMER NEEDS
Customers nowseekseamlessonlineexperiencesand
personalizedservices inthedigitalage.
Mobilebankingtrendsshowademandforrobust security,
intuitive functionalities, andeasyaccessibility.
IndianBankembraces customer-centric strategies, providing
timelyandpersonalizedservices.

10. THE SHIFT FROM TRADITIONAL TO DIGITAL BANKING

11. INDIAN BANK - COMPANY PROFILE
• Founded in 1907,Indian BankboastsarichlegacyintheIndian banking sector.Withoveracenturyof
experience,ithasbeenasteadfastcontributor tothenation's financial growth.
• The bank'sheadquartersislocated in Chennai, Tamil Nadu, India.
• Itoperates asa public sectorbank,with thegovernmentholding amajority stake.
• Operating withawidespreadnetwork, Indian Bankhasapan-India presence,ensuring accessibilityto a
diversecustomerbase.
• Overtheyears,Indian Bankhasreceivedrecognition and awardsfor itsfinancial performance andcustomer
service,solidifying itsposition asatrustedfinancial institution.

12. INDIAN BANK – AWARDS & RECOGNITION
• BankreceivedtheFinancialExpress, “AwardforBestPublicSectorBank 2020-21”inAug’22.
• Bankrankedat2ndPositioninATALPensionYojanaEnrolmentsforFY22
• Bankreceivedthe“GoldenPeacockNationalTrainingAward-2023’’for excellencein
trainingpracticesfromHon’bleMinisterofUAEatDubai.
• Bankhasbeenawardedasthe2ndBestBankatNational LevelAwardat14thSFBCKBanking
ExcellenceAwards,2021-22bytheformerPresidentofIndiaShriRamnathKovindinJan’23.

13. FINDINGS & CONCLUSIONS
• ThisstudyrevealsthatIndianBankisnotmerelyadapting tochange;itisproactively
shaping thefutureofbanking through technologicalinnovation, customer-centric
strategies,andacommitmenttoexcellence.Thefindings underscorethebank's positionas
adynamicandforward-lookinginstitution.
• Asweconcludeourstudy,it'sevidentthat IndianBank'sinnovativeinitiativesandcustomer-
centricvaluespositionitasaleaderinnavigating thedynamiclandscapeofthebanking
industry.

14. RECOMMENDATIONS
• Invest inadvancedtechnologies tostayaheadinthe digitalera.
• Implementtargeted strategies forstronger customerrelationships.
• Explore strategic internationalopportunities for expansion.
• Expandeco-friendly practicesandsustainableinitiatives
IndianBank's successliesincontinuousinnovation, customerfocus,andglobalexpansion.
Embracingtheserecommendationswilldrivesustained growthandleadership.

15. THANK YOU