| Title | Digital Transformation in Corporate Banking: |
|---|---|
| ID_Doc | 70135 |
| Authors | Lóska, G; Uotila, J |
| Title | Digital Transformation in Corporate Banking: |
| Year | 2024 |
| Published | California Management Review, 66, 3 |
| 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. |
| https://journals.sagepub.com/doi/pdf/10.1177/00081256231207429 |
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