Source: Featured Blogs - Forrester
Indian banks have exhausted the traditional levers of differentiation—physical reach and product parity are now table stakes—leaving customer experience as the only remaining way to capture and retain deposits in a crowded market. This mirrors the maturation pattern seen in Western banking but compressed into years rather than decades, forcing legacy institutions to overhaul operations and tech stacks simultaneously while fintechs and neobanks exploit the friction still present in their models. Banks that deliver seamless omnichannel journeys will consolidate customer wallets; those that don't will become commoditized payment pipes.