The Role of Technology in Transforming the Customer Experience in the Argentine Banking Sector

Abstract

This article investigates the role of technology in transforming the customer experience within the Argentine banking sector. It examines how digital innovations, such as mobile banking apps, online customer service platforms, and artificial intelligence, are reshaping interactions between banks and their customers. The research employs qualitative and quantitative methodologies to analyze customer feedback, banking performance metrics, and case studies of leading banks that have successfully implemented technological solutions. Findings reveal that technology significantly enhances customer satisfaction, streamlines processes, and provides personalized services, ultimately leading to increased customer loyalty. The article also addresses challenges, including cybersecurity concerns and the digital divide, which may hinder the full realization of these technological advancements. It concludes with recommendations for banks to embrace technological change, ensuring they meet the evolving needs of their customers in a competitive landscape.