Revolutionizing Customer-Centric Banking Through ICT

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Many developing countries face a significant challenge: their population needs access to essential financial services. This financial exclusion limits their ability to save, invest, and participate fully in the economy. Despite the rapid advancements in information and communication technology (ICT), millions of people remain underserved by traditional banking systems. Revolutionizing Customer-Centric Banking Through ICT addresses this critical issue by exploring how ICT innovations can revolutionize financial services in developing countries.

By offering a comprehensive review of digital transformation in banking, the book highlights the potential of mobile banking, digital payment systems, and blockchain technology to bridge the financial inclusion gap. It showcases real-world examples and cutting-edge strategies, motivating entrepreneurs, financial institutions, and policymakers to embrace technology-driven financial solutions. The book also aims to educate readers about the transformative impact of ICT on financial services, empowering them to make informed decisions to enhance their economic well-being.

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Dharmendra Singh is an Associate Professor and program head (Finance) at Modern College of Business and Science, Muscat (Oman). He possesses rich professional experience of over 23 years in the field of finance. He holds a Ph.D. (Finance), professional certifications like Certified Financial Planner (CFP), an associate diploma (life insurance) from the Insurance Institute of India, and a CFA from ICFAI. He has published several articles & research papers in ABDC, CABS, and Scopus Q1-ranked international and refereed journals. He has published five edited books with renowned publishers. His research areas include banking, corporate finance, entrepreneurial finance, and financial markets. He has delivered training programs in association with CMA, Oman. He also serves as a reviewer for high rank journals. He is a member of the Financial Planning Standard Board (FPSB), the Indian Econometric Society, and the Insurance Institute of India.

Dr. Garima Malik is an Assistant Professor of Marketing at Birla Institute of Management Technology, Greater Noida. She is a Fellow of the Xavier School of Management, XLRI Jamshedpur, India, and a recipient of the K.V. Raju Gold Medal granted to an exceptional Ph.D. student. She has more than twenty years of academic experience. Her research interests span various areas, including gamification, marketing analytics, customer engagement, destination marketing, and gaming marketing experience. She authored more than 80+ research papers. In addition to her research contributions, Dr. Malik has authored five books, two of which are textbooks, and four are case study books.

Swati Bhatnagar is an Assistant Professor in the Marketing Department at the New Delhi Institute of Management. She graduated from Hindu College, Delhi University, and did an MBA from ICFAI Business School, Gurgaon. She earned her Ph. D. from Delhi Technological University. She is also UGC NET qualified. She has a cumulative experience of more than 20 years. She has corporate experience of 5 years with Birla Sunlife and ICICI Prudential AMC Ltd. And academic experience with Amity Business School and New Delhi Institute of Management for over 15 years. Her expertise is in sales, behavioral and structural dimensions of distribution channel management, and emerging areas of marketing analytics. She has presented papers at various national and international conferences and has authored many research papers and chapters in Scopus-indexed journals. [Editor]

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