Book Title: Indian Management Case Studies
Editors: Dr. Jasbir Kaur and Dr. Devyani Ingale
ISBN: 978-81-973428-4-4
Chapter: 24
DOI: https://doi.org/10.59646/imcsc24/192
Author: Dr. Dashrath B. Bhoite, Assistant Professor, MIT College of Management, Pune, Maharashtra, India
Learning Objective:
This case study seeks to investigate the process of digital transformation undertaken by the State Bank of India (SBI), the largest public sector bank in India. The learners will comprehend the strategic initiatives that SBI implemented to incorporate digital technology into its services and operations. The focus will be on the effects of these changes on customer engagement, service delivery, operational efficiency, and competitive standing within the banking industry. The study will emphasise the impact of digital tools like as AI-powered chatbots, mobile banking apps, and data analytics on customer interactions, service delivery, operational processes, and SBI’s competitive advantage in the fast-changing financial industry.