A business process in the banking sector refers to a set of interrelated actions or tasks aimed at achieving a specific goal. Each process involves a direct participant who is responsible for executing defined actions. These participants may include both the customer and the employee of a specific business unit. Certain processes in banking institutions are initiated at the customer's request and are completed with the delivery of a concrete outcome to the customer.
The development of the digital economy creates new information and communication tools for the business environment. An increasing stream of customers is using more diverse channels to access banking services through new platforms and banking ecosystems. Under the new digital paradigm, technologies adapt to changes in human behavior, resulting in the emergence of more efficient and cost-effective business solutions.
The banking system is highly sensitive and adaptable to external factors, which allows for the improvement of service delivery through the analysis of existing innovative experiences. This also facilitates the creation and implementation of fundamentally new digital products. The digitalization of banking operations has become a significant stage in the development of the modern economy. Credit organizations are incorporating digital technologies into their operations, making them more successful and competitive. Moreover, digitalization has become a key strategic focus for Georgia’s banking structures today.
Despite its importance, the digitalization process in Georgia's banking sector is still in its early stages. This paper focuses on how digital technologies can be integrated into business processes while maintaining their continuity.
