What customers expect from banks in India in 2025

The rise of digital banking has dramatically shifted customer expectations, making personalization and instant approvals the new standard for financial services. With India rapidly embracing digital transformation, customers in 2025 will demand more than basic banking functionalities—they will expect a seamless, intuitive, and hyper-personalized experience that aligns with their lifestyle and financial needs.

The Evolving Landscape of Customer Expectations

1. Personalization at Scale

Indian customers expect banks to know them—their preferences, behaviours, and financial goals. According to a Deloitte report, 36% of customers are willing to switch banks if their needs aren’t met through personalized services. In 2025, personalization will go beyond marketing emails. It will encompass tailored product recommendations, contextual offers, and proactive financial advice, delivered in real-time.

‍2. Instant Approvals

In the age of instant gratification, speed is critical. Customers expect instant account opening and loan approvals. McKinsey’s insights suggest that by 2025, over 50% of banking transactions in India will occur on digital channels, driven by the demand for real-time processing and approvals.

‍Challenges for Banks

Delivering on these expectations poses several challenges for Indian banks, including:

• Lack of resources to develop custom solutions for personalization and instant approvals.

• Legacy systems that limit agility and scalability.

• Complex regulatory landscapes requiring constant compliance.

• High costs and lengthy timelines for traditional IT development.

Want to meet evolving customer expectations for instant approvals and personalization? Automate decision-making and deliver seamless experiences with a no-code Business Rule Engine tailored for modern banking.

‍How a No-Code Business Rule Engine Can Help

A no-code business rule engine (BRE) like Decide can be a game-changer, enabling banks to adapt to evolving customer demands without overhauling their existing infrastructure. Here’s how:

‍1. Personalization Through Advanced Decision-Making

A no-code BRE allows banks to define and manage rules for personalization based on customer data. For instance, the engine can:

• Analyze transaction history to recommend suitable products.

• Trigger contextual offers during key life events.

• Automate customized responses based on customer preferences.

‍2. Faster Approvals

A no-code BRE ensures faster decision-making by automating complex processes such as loan approvals, credit scoring, and risk assessments. For example:

• Approve a personal loan in minutes by evaluating customer eligibility in real-time.

• Automatically adjust spending limits on credit cards based on usage patterns and risk profiles.

As Indian customers’ expectations evolve, banks must embrace innovative technologies to stay competitive. A no-code business rule engine like Decide equips banks with the agility, efficiency, and scalability required to deliver personalized and instant approvals.

By leveraging a no-code BRE, banks can:

• Reduce time-to-market for new products.

• Enhance customer satisfaction through tailored experiences.

• Achieve regulatory compliance with minimal effort.

• Drive growth by meeting the digital-first expectations of 2025.

The future of banking in India lies in delivering hyper-personalized and instant approvals—and a no-code business rule engine is the key to making this future a reality.