Extract
[...] These customers often feel pushed towards DABs for their current operations, which creates a sense of disengagement. Customers are looking for both autonomy and a personalized relationship. They value social links are valued In this context, banks must respond to the growing expectations of clients in terms of proximity, practicality and personalization. Clients are looking for a bank that is easy to access, flexible and available. They want a simple and stable interaction with their advisor, whether by phone, email or physical appointment, depending on their needs and schedule. [...]
[...] New players such as FinTech have pushed traditional banks to reinvent themselves by integrating digital technologies to improve the customer journey. Online banking, mobile banking, and digital payments have made banking services more accessible, altering the notions of time and distance. Today, customers can manage their current operations remotely, only pushing the door of their bank branch for significant life projects (Klein, 2015)1 Unlike the expectations at the beginning of the 2000s, bank branches are not on the verge of disappearing. However, this does not mean that they should not be rethought. [...]
[...] To ensure a just and equitable digital transition, financial institutions must ensure financial and digital inclusion for the entire society, thereby avoiding marginalization of specific segments of the population. Data management and client confidentiality are major concerns in corporate governance. Therefore, banks must strengthen their governance practices to ensure transparency, accountability, and regulatory compliance in the collection, storage, and use of client data. It is also essential to consider the repercussions on the well-being of bank advisors. The rapid evolution of technologies and working methods can lead to increased pressure on these professionals, resulting in professional stress and workload overload. [...]
[...] In summary, this study highlights the urgent need to address the environmental impact of digital technology in a comprehensive manner, taking into account every stage of its life cycle. It recommends the implementation of policies aimed at extending the lifespan of digital equipment and reducing its ecological footprint at all stages, from design to end-of-life. III- Energy at the heart of data centers 1. Reduction of carbon footprint Eco-responsible practices within banking institutions are essential to address contemporary environmental challenges. [...]
[...] This study also emphasized the importance of taking into account grey energy, generated during the manufacture of equipment. Initiatives have been launched to improve the environmental performance of ICT, such as promoting durable components, adopting good practices and locating data centers in regions with less carbon-intensive electricity. Despite these advances, recent studies indicate a significant increase in CO2 emissions related to ICT, primarily attributable to the proliferation of devices and the exponential growth of video traffic. Thus, the need to reduce the carbon footprint of ICT has become a major concern. [...]
