The Impact of Digitalization on Customer interactions in Moroccan Banks During Crisis - COVID-19

Abstract

The period of the health crisis we are experiencing today (COVID-19) has shown that digitalization has become the cornerstone for any institution or organization that wants to modernize and follow the current technological trend. Today’s banks need to fundamentally transform their digital models to compete with new entrants and meet the expectations of a constantly connected customer base.  This article aims is study the Impact of Digitalization on Customer interactions in Moroccan Banks During Crisis - COVID-19 based on an empirical study, the results from this study show that digital in the financial services sector is unavoidable, it transforms the banker's profession and the bank-client relationship.