Affiliation:
1. Birla Institute of Management Technology, India
Abstract
The Indian banking sector stands at a pivotal juncture. With a rapidly growing economy and a tech-savvy population, banks are embracing digital transformation to stay ahead. One of the key areas of focus is customer relationship management (CRM), and artificial intelligence (AI) is poised to revolutionize this domain. However, the question arises: Is the Indian banking sector underperforming in leveraging AI-powered CRM to its full potential? This chapter delves into this critical question, analyzing the current state of AI-powered CRM in Indian banks, identifying potential roadblocks, and exploring the path towards unlocking its true potential.