Pushpa Rani Balaramachandran
Papers
1
Total Citations
55
H-Index
1
About
Pushpa Rani Balaramachandran is a leading researcher at the intersection of intelligent automation, customer experience, and the financial services sector. Her work focuses on how disruptive technologies, particularly Robotic Process Automation (RPA), are reshaping the retail banking industry. In her highly cited 2018 study, "Robotic Process Automation - A Study of the Impact on Customer Experience in Retail Banking Industry" (55 citations), she provides a critical analysis of how banks must adapt to maintain a competitive edge against Fintech startups. Balaramachandran’s major contribution lies in demonstrating that RPA is not merely a cost-cutting tool but a strategic priority that directly enhances customer experience and profitability. By examining the challenges and opportunities of intelligent automation, her research offers a roadmap for traditional institutions navigating digital transformation. Her work has become a foundational reference for scholars and practitioners exploring the human and operational impacts of automation in banking, establishing her as a key voice in the ongoing dialogue between legacy financial systems and emerging technologies.
Research Focus
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Top Papers
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