Banking Frontiers hosted a panel discussion in which speakers explored how the current goal of digital transformation is to open up new opportunities while maintaining the customer at the centre of the universe. We are not attempting to build a fence, but rather undergoing a digital transformation. How will end-users contribute to transformation? The potential of widespread self-service motivates CX to contribute to the BFSI sector’s transformation. The speakers opined that in the absence of digital transformation, it is difficult to provide a personalised experience.