Impact of Digital Transformation on Customer Experience in NBFCs: A Case Study of Muthoot Finance Ltd

This study explores the impact of digital transformation on customer experience within Non-BankingFinancial Companies (NBFCs), focusing specifically on Muthoot Finance Ltd. The research aims tounderstand how digital initiatives influence customer satisfaction, engagement, and overall service delivery.By examining various digital strategies implemented by Muthoot Finance, including mobile applications,online services, and customer relationship management tools, the study assesses the effectiveness of thesetransformations in enhancing customer experience. The findings highlight the significance of digital tools inmeeting customer expectations and fostering loyalty in a competitive financial landscape. The study alsodiscusses the challenges faced by NBFCs in implementing digital solutions and offers recommendations forfuture improvements.