Mehak Jain

Diploma Project EMOTIVE DIGITAL BANKING – Decoding Millennials to Understand their Digital Banking Needs
Krishnesh Mehta

Tata Consultancy Services

The project brings into focus the future of digital banking. The brief called for research into how the banks can reshape themselves to stay relevant in the digital age and potential ideas to change the aspect of banking business using the 5 digital forces – Mobility, Analytics, Social Media, Cloud and Artificial Intelligence/Robotics. The research brings out the emotional experiences desired by Gen Y or Millennials in the domain of banking and financial services. It points out the various attributes emerging for each one of them, to make it more inclusive and comprehensible. These underlying emotions drive the behaviour and acceptance of Gen Y towards banking and financial services.