International Laboratory for Digital Transformation in Public Administration participated in the development of a Report on the Human-Centricity of the Banking Sector in the context of Digital Transformation

Technological and cultural transformations that contribute to the development of trusting relationships with customers and increase their loyalty were themes of the second Bank of Russia conference «Focus on the customer». The plenary session was attended by Elvira Nabiullina (Chairman of the Bank of Russia), German Gref (Sberbank PJSC), Stanislav Bliznyuk (TBank JSC), Vladimir Verkhoshinsky (Alfa-Bank JSC) and Alexander Krainov (Yandex LLC).

Head of the Laboratory of Humanocentricity and Leadership Practices at the HSE University Vladimir Solovyov made a presentation on «Humanocentricity in the context of digital transformation and the use of artificial intelligence in the banking sector». The study, conducted jointly with the International Laboratory for Digital Transformation in Public Administration, analyzed more than 200 publications on human-centered banking, conducted a case study of successful and unsuccessful digital banking solutions implemented over the past five years, and organized focus groups and in-depth interviews with experts. As a result of the research, a methodological framework for assessing the human-centricity index of banking solutions has been developed and directions for the development of digital banking of the future have been proposed.

Following the results of the conference, priority areas for further scientific research were identified, including the study of the impact of artificial intelligence on customer trust, analysis of the effectiveness of various channels of interaction from a human-centric perspective, development of methods for measuring the human-centricity of banking solutions and the formation of proposals to ensure the sustainable development of digital banking.