ARCHIVES

Year 2025 · Volume 5 · Issue 6

Original Article

Global eCOM: An AI-Enabled Cloud-Native Transformation Framework for Scalable Enterprise Banking Communication, Intelligent Notifications, and Real-Time Customer Engagement

Murugan Ambalakannu1
1 Director Consulting Services, CGI, USA

Published Online: November-December 2025

Pages: 195-200

References

1. "Electronic communications surveillance: another challenge for financial institutions," Consulting Point, Dec. 7, 2021. [Online]. Available: https://www.consultingpoint.com/news/2021/12/7/electronic-communications-surveillance-another-challenge-for-financial-institutions
2. C. Sherman, "What is the difference between an eCommerce website and an eCommerce platform?," Epic Sourcing, Sep. 30, 2022. [Online]. Available: https://www.epicsourcing.com.au/post/difference-between-an-ecommerce-website-and-an-ecommerce-platform
3. "Market review into the supply of card-acquiring services: Responses to draft Terms of Reference," Payment Systems Regulator, Sep. 14, 2018. [Online]. Available: https://www.psr.org.uk/media/05innepw/responses-to-consultation-card-acquiring-services-market-review.pdf
4. "Automating customer service: A proactive approach to addressing issues in real-time with customers," SS Technologies, Mar. 21, 2024. [Online]. Available: https://sstech.us/automating-customer-service-a-proactive-approach-to-addressing-issues-in-real-time-with-customers/
5. J. Gitlin, "Why banks struggle to integrate with customers' ERP systems (according to 260 banks)," Merge. [Online]. Available: https://www.merge.dev/blog/banks-erp-integration-challenges
6. D. K. Gautam and G. K. Sah, "Online banking service practices and its impact on e-customer satisfaction and e-customer loyalty in developing country of South Asia-Nepal," SAGE Open, Jul. 14, 2023. doi: 10.1177/21582440231185580.
7. I. A. A. Khanfar, "Electronic banking service quality and its impact on customer satisfaction (CS): A case study from Jordan," Academy of Marketing Studies Journal, 2023.
8. S. O. Abeka, "Perceived usefulness, ease of use, organizational and bank support as determinants of adoption of internet banking in East Africa," Nov. 2012.
9. R. J. Patel and A. Siddiqui, "Banking service quality literature: A bibliometric review and future research agenda," Qualitative Research in Financial Markets, Jan. 19, 2023. doi: 10.1108/QRFM-01-2022-0008.
10. O. H. Fares, I. Butt, and S. H. M. Lee, "Utilization of artificial intelligence in the banking sector: A systematic literature review," Journal of Financial Services Marketing, Aug. 11, 2022. doi: 10.1057/s41264-022-00176-7.
11. R. A. D. Kumalasari, K. I. Permanasari, M. Karismariyanti, and D. Munandar, "Mobile banking: System quality, information quality, service quality, customer satisfaction and loyalty," Jurnal Administrare, Jan.–Jun. 2022. doi: 10.26858/ja.v9i1.33951.
12. P. Singh, "Real-time payments infrastructure: Challenges and cloud-native solutions," IJIRMPS, Sep.–Oct. 2020. [Online]. Available: https://www.ijirmps.org/papers/2020/5/232559.pdf
13. O. C. Ojiaku, B. N. Chidirim, P. Abude, and A. N. O. Vincent, "Mobile banking service quality and customer retention among commercial banks' customers: An empirical evidence from Southeast Nigeria," Asian Journal of Economics, Business and Accounting, May 26, 2023. doi: 10.9734/ajeba/2023/v23i141004.

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