Nine Indian banks have been recognized as ‘Digital Champions’ in the Deloitte Global Digital Banking Maturity (DBM) survey, positioning India among the top performers in global digital banking. The survey, which assessed 349 banks across 44 markets, highlights India’s growing digital maturity, with its DBM Index increasing from 43 percent in 2022 to 59 percent in 2025—a significant 16 percentage-point jump.
Indian banks have particularly excelled in day-to-day banking (+9.8 pp) and expanding customer relationships (+3.4 pp), demonstrating advancements in personalized advisory services, AI-driven financial solutions, and beyond-banking offerings. In only its second year of participation, India has emerged as a strong contender among global leaders such as the US, China, Brazil, and the European Union.
The DBM survey evaluates banking maturity across three primary channels—public websites, internet banking, and mobile banking—using mystery shopping techniques to analyze customer journey steps. Indian banks have outperformed global peers in information gathering, customer onboarding, transactional banking, and user experience, surpassing the global average index by 20 percentage points.
Despite this strong performance, the report identifies areas for improvement, particularly in day-to-day banking and relationship expansion. Key focus areas include enhancing personal finance management, conversational AI for hyper-personalized customer support, and optimizing product cross-selling strategies.
Himanish Chaudhuri, Partner and Financial Services Industry Leader at Deloitte India, emphasized India’s growing influence in digital banking and the critical role of regulatory support, generative AI, and fraud prevention in shaping a competitive banking sector. He stated that India’s digital transformation aligns with its broader vision for a Viksit Bharat.
India’s digital banking progress is driven by favorable regulatory policies, expanding digital infrastructure, increased investment, and improved mobile connectivity. However, the sector still faces challenges, including macroeconomic uncertainties, rising deposit costs, and concerns over credit quality.
In core banking areas, Indian banks have recorded notable improvements since 2022. Transfers and payments saw a 2.4 percentage-point increase, outperforming the global average of 1 percentage point. Personal finance management improved by 1.9 percentage points, compared to a global rise of just 0.1 percentage points. Account and product management services advanced by 2 percentage points, compared to a 1 percentage-point global benchmark.
In expanding relationships with banking services, Indian banks achieved a 1 percentage-point increase in beyond-banking offerings, surpassing the global average of 0.1 percentage points. However, ecosystem and account aggregation services recorded only a modest 0.5 percentage-point improvement, indicating an opportunity for further refinement.
India’s steady digital banking advancements, combined with its competitive positioning in AI-driven services and customer-centric banking, underscore its potential to emerge as a leading global player in financial technology. As banks continue refining their digital capabilities, the sector is expected to drive greater innovation, efficiency, and financial inclusion.
