1. Digital Transformation in Corporate Banking: TOWARD A BLENDED SERVICE MODEL.
- Author
-
Lóska, Gergely and Uotila, Juha
- Subjects
DIGITAL transformation ,DIGITAL technology ,CORPORATE banking ,BUSINESS models ,COMPETITIVE advantage in business ,CUSTOMER relations - Abstract
Digital technologies challenge incumbent firms to rethink their established approaches to customer relationships. This article examines how a corporate bank reconfigured its relationship-oriented business model to benefit from digital transformation. The case analysis reveals a gradual transition toward a blended service model that first replaces, then complements, and finally augments physical with digital in increasingly complex customer interactions. While replacing and complementing human-enabled services with digital offerings are necessary steps of the digital transition, the associated competitive advantages are perceived as unlikely to endure. In contrast, augmenting human-enabled services with sophisticated digital technologies holds the potential for sustainable competitive advantage. [ABSTRACT FROM AUTHOR]
- Published
- 2024
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