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...Technology is now the bedrock of everything from customer sourcing to enhancing customer service at reduced costs. As customers need to evolve, they want to define the terms of engagement with service providers. In the new paradigm, customer relationship management (CRM) has transformed into customer managed relationship (CMR)—with the focus on convenience and flexibility of availing services through an omni-channel experience. Digitization helps organizations to achieve this at a fraction of the costs, thereby offering higher profitability. A ‘homogenous industry’ such as banking requires a differentiated digital strategy that will give banks a sustainable competitive advantage. We are now at a digital tipping point, where all aspects of banking can be conducted online. ...Live Mint on Aug. 4, 2017, 2:02 a.m.