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SBI’s YONO 2.0, launching in mid-2025, will offer omnichannel services, gamification, and customer education.
According to SBI chairman Challa Srinivasalu Setty, the YONO banking app from State Bank of India is receiving a technological update that would guarantee consumers an omnichannel experience and "hyper personalization" of services. The new version of the app has been delayed by nearly a year.
It is now expected that YONO 2.0 will launch in June or July. In an exclusive interview with Moneycontrol, Setty stated that YONO 2.0 will be entirely different from the present version of the app, which is being developed daily.
In order to ensure that the app provides an omnichannel experience, we are completely redesigning the tech stack. "Whether you use the YONO app, internet banking, or the branch, the experience is consistent," Setty said in an explanation of the application delay.
Additionally, SBI is working on incorporating customer protection and other value-added services into YONO 2.0.
The app will also feature a "green score" calculator. Setty mentioned that they are working on tracking how much a user contributes to reducing their carbon footprint when using a smartwatch for relations.
According to the SBI chairman, the bank is also incorporating gamification, hyperpersonalization, and other components into YONO 2.0.
Additionally, Setty stated that efforts are being made to guarantee that customer service quality increases across all channels. We provide services beyond just the branch level to our 520 million consumers. We must examine the digital channel and the recently introduced new customer service channels," he stated.
When it comes to protecting customers, the banking industry leads the way, particularly the public sector banks. "We must guarantee the protection of the client," he stated.
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