For the last few years see every stakeholder in every industry is pushing for digital, digitization with their own agenda citing various benefits such as productivity improvement, reduced cost of operations , increased customer experience and so on.
Doing right things is one and doing things in rightway is another. By having mobile front end to tell customer 'you are not eligible for loan' or 'your loan is stuck with us 40 days' is not going to make customers happy - The issue I see here is technology
driving business and not the other way around.
How much of digitization has so far protected customer's interests, increased customer's wealth?
if the retail banks still think 'bank' and not 'retail' , any amount of digitization wont help them - the businesses need to be restructured, re-modelled in such a way that customer is not fitted into product but product is designed for customer. customers
nowadays prefer multiple products with multiple banks - you should not force them to get into one-stop shop.