User Friendly Apps, Website Navigation and Enhanced Customer Service 17. Given the digitisation wave in the banking world and with the new  tech-savvy customers, banks must also strike a fine balance between digital and paper based forms of communication.
While the apps and websites of banks have grown in leaps and bounds over the years, there is still substantial scope for facilitating easy navigation for customers. Simplifying disclosures and access to information and innovative deployment of tools such as chatbots to help customers navigate through the websites and mobile applications will greatly enhance the banking experience. Financial Inclusion 18.