New Delhi, May 21 -- 55% of Indian banking customers want improved digital support across the app, web and chatbot, according to an EY report. It further found that branch locations remain important for KYC updates and documentation tasks.

The professional services firm today released its 'Customer Experience Reimagined: The New Frontier for Indian Banking in 2026' report, comprising conclusions from a survey of 2,030 bank customers.

"Banks must balance automation with the human touch to maintain empathy, overcome legacy system constraints, scale personalization, and uphold stringent data privacy standards," according to Pratik Shah, National Financial Services Leader, EY India.

Aarthy Rangarajan, Partner - Financial Services, EY India...