I was going through the results presentation of ICICI Bank https://www.icicibank.com/managed-assets/docs/investor/quarterly-financial-results/2023/2022_10_Q2-2023_Investor_presentation.pdf. There is a section on digital initiatives like iMobilePay, InstaBiz, SmartWire, APIs, Trade an Supply chain solutions, etc. I have a retail account and the degree of automation and online services is quite impressive, though I have not used any other Indian bank offering. On ICICI, even the most obscure things like Transfer. Instruction For Delivery. slips for Demat transfers can be online. Their merchant and SME offerings look quite competitive.
Can anyone comment on how much this is a differentiator? Do all banks do something similar?
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