Customer Centricity and the Reserve Bank

The Reserve Bank, as the regulator of the banking sector, has been actively engaged, from the very beginning, in the review, examination and evaluation of customer service in the banks. It has been reviewing the progress periodically and has been continually nudging the Indian banking industry to become more customer friendly and customer centric in its conduct and business practices. RBI plays an enduring role in enabling customer empowerment and the re-enfranchisement of the customer – who, as the adage goes, is the king! [Speech at the seminar on Balancing Cost, Profitability and Customer Experience, organised by The Asian Banker at Hotel ITC Maratha in Mumbai].