Financial institutions are going through a monumental shift, be it global market or Indian markets. With customers becoming digital-literate, they are demanding options, services, and prices as per their choices. They are expecting a Zomato in banking. Branch banking or paper-based fund transfers are old habits. At least not for the millennials. While the larger retail industry is going through a paradigm shift in terms of channels, services, pricing, customer support, and feedback process; retail banking is still in a catch-up phase. Why?