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Kommersant

Banks need to become more humane to increase profits

Consulting firm The Boston Consulting Group published a report entitled "Global Capital Markets: Accelerating the Bionic Transformation". Its authors believe that to increase their profits, retail banks should focus on ensuring that the customer’s experience of communication with the bank is more personal and maximizes digital technology opportunities. In the event of successful introduction of digital technologies in the process of communication with their customers, as early as by 2020 banks will be able to increase their profits by 30%.

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