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Humanizing Digital Lending: The Power of Personalization

Let’s be honest with one thing: Digital-savvy customers will always look for digital oriented services. ‘Digital Revolution’ has changed the way we deliver services to end customers and also impacted Banking and Financial Services. The one such example is Humanization of digital lending, which has emerged as a game changer for borrowers looking for a personalized experience.

What is Humanization of Digital Lending?

To give you a clear idea, it’s not just only about algorithms and data but more about creating a seamless, customer-friendly experience.

Traditionally, lending involved visiting a physical branch and engaging in face-to-face interactions with bank representatives. However, with the advent of digital lending platforms, there has been a significant shift towards conducting borrowing activities online. Despite the lack of physical interactions, there is indeed an emphasis on making the digital borrowing experience more human-like, often through user-friendly interfaces, personalized assistance, and responsive customer support.

So when we talk about humanization of digital lending, we’re basically saying that online users should feel more personal and friendly, even though it is happening through computer or mobile.

How humanization is reshaping the lending industry…

  • Growing Popularity of Personal Loans: Unsecured personal loans are on the rise, with 22.5 million consumers having at least one such loan—a 12.9% increase from the previous year.
  • Technological Innovation: The lending industry is undergoing a profound transformation driven by technological advancements. These innovations are reshaping processes and customer experiences.
  • Automation and Humans Coexisting: Automation is playing a significant role in mortgage lending. It enhances the customer experience, providing real-time insights and personalized recommendations.
  • Improved Customer Experience: Intelligent BPM solutions offer real-time assistance, making the lending process smoother and more efficient. Borrowers receive personalized guidance and support.
  • Data-Driven Decision Making: Lenders now rely on data analytics to assess creditworthiness. This shift from traditional methods allows for more accurate risk assessment.
  • Personalization: Lenders are tailoring their services to individual needs. Personalized loan products, flexible terms, and customized repayment options are becoming common.
  • Emphasis on Empathy: Humanization involves understanding borrowers’ emotions and needs. Lenders are adopting a more empathetic approach, recognizing that financial decisions impact people’s lives.
  • Digital Channels: The lending industry is embracing digital platforms for loan origination, processing, and servicing. Online applications and virtual interactions are becoming standard.
  • Transparency: Clear communication and transparency are essential. Lenders are providing borrowers with accessible information about loan terms, fees, and processes.
  • Adapting to External Factors: The COVID-19 pandemic has accelerated changes in the lending industry. Lenders are adapting to new economic realities and supporting borrowers during challenging times.

…and why it matters?

Let’s analyze the Indian Digital Lending Landscape and get answer with some hard-hitting facts:

Market Size: India’s digital lending market was worth $270 billion in 2022 and is projected to reach $350 billion.

Growth Rate: Digital loan disbursement volumes and value recorded an annual growth rate of 39% and 43%, respectively.


Humanizing digital lending isn’t just about technology; it’s about understanding borrowers’ needs and delivering personalized experiences. As the industry evolves, keep an eye on co-lending partnerships, open banking, AI, and embedded finance. The future of lending lies in striking the right balance between innovation and empathy.

Remember, behind every loan application is a person with dreams and aspirations. Let’s make their journey smoother, one personalized loan at a time.

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