Abstract
The article reflects the current trends of digital transformation in the banking sector of Ukraine, due to the introduction of new marketing channels. Banking services in Ukraine and around the world are rapidly changing under the influence of information technologies, which requires the introduction of new standards and communication channels. Traditional marketing communications in banking institutions were based on a number of marketing instruments, namely: advertising, direct marketing, branding, PR activities, publicity, stimulating the sales, loyalty programs, sponsorship, personal sales, presentations of products. Recognition of «digital transformation» by various analytical institutions reflects its role in scaling information processes, increasing economic efficiency and integrating the business processes of different participants on a single open platform. The digital transformation of organizations includes the following stages: digital beginners, digital subscribers, digital innovators, and digital leaders. In Ukraine, the evolution of digital transformation is based on the Fintech Development Strategy in Ukraine until 2025, developed by the NBU. The latter includes the expansion of digital technologies and their integration on open platforms, as well as the use of built-in financing. The article specifies that, despite all the advantages of digital transformation, the banking sector was one of the first to face financial fraud through online communication channels (Viber, WhatsApp, etc.), when the consumer is attacked in an aggressive manner, demanding personal data of bank cards. Such risks require receiving feedback from the client in order to promptly solve the problems of personal data leak and, if necessary, block the client’s card. In the process of evolution, new levels of digital platforms are being formed, which allow not only customers and staff of banks to connect to them, but also providers of various solutions through the BaaS model. Marketing communications provide for the education of financial literacy in customers and the formation of feedback by quickly responding to complaints.
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