*  *  *  Mr. Daniel, Professor King, Mr. Kapfer, Mr. Burt, ladies and gentlemen, I am delighted to be here this morning at the first session of the seminar on the theme of “Balancing Cost, Profitability and Customer Experience” organised by the Asian Banker under its annual event “The Excellence in Retail Financial services, South Asia”.
I am glad to be able to share my thoughts on this very topical subject of the cost-benefit analysis of the customer experience in the banking industry. I am thankful to the organisers for providing me this opportunity to address this august audience on a subject which has been so close to the Reserve Bank’s operations over the past several decades.