Digital Transformation of the Banking System: Challenges and Technological Leadership

The problematic reality in the current context of the traditional banking system is the lack of efficiency, accessibility and security faced by customers. Long queues, limited opening hours and cumbersome procedures at physical branches pose barriers for users, who find it difficult to access financial services conveniently and quickly. Faced with this problematic, digitization of the banking system has been proposed as a solution to address these challenges and improve the financial customer experience. The present research focuses on analyzing the important aspects about the digitization of the banking system written in the scientific literature between the years 2019 and 2023. The Prisma methodology was used, and the databases searched were ScienceDirect, Scopus and Scielo. Twenty-two articles were reviewed, following inclusion criteria such as publication between 2019 and 2023, languages in Spanish, English or Portuguese and open access. The results obtained indicate that the most used database is Sciencedirect and the year with the highest number of publications was 2022. Also, the digitization of the banking system helps to offer better and more secure services to customers. In addition, specific areas covered by this digitization include data, cybersecurity, accessibility, and inclusion. In conclusion, the digital transformation of the banking system has significantly improved the customer experience and paved the way for a more efficient, accessible, and secure financial landscape.