Businesses and consumers are reverting to their pre-pandemic patterns, but there is a change in their behaviours. Now banking customers are visiting less to banks because they have an online or mobile banking feature at their disposal. As a result, the drive to digitisation highlights the perks of online banking, with 46% of United States consumers converting "digital shifters." Only 9% of former branch loyalists said they visited a branch more since the pandemic started. Customers are enthusiastic to try new technology. However, the acceptance is not the same for older generations due to hesitation to embrace fully digital financial profiles. Unfortunately, banks and other financial institutions (FIs) lost their trust during the 2020 digital shift, which may be attributed to the dehumanisation of the banking space. According to the study, banks adopt personalised digital banking channels to retain customer satisfaction while growing digitally. “55% portion of the consumer
