Navigating the Digital Transformation of Commercial Banks: Embracing Innovation in Customer Emotion Analysis

Yiyang Sun () and Qian Zhang
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Yiyang Sun: Xi’an International Studies University
Qian Zhang: Academy of forestry, Nanjing Forestry University

Journal of the Knowledge Economy, 2025, vol. 16, issue 1, No 120, 3440-3461

Abstract: Abstract The rapid development of science has ushered the society into the era of the digital economy, profoundly altering the habits and behaviors of empowered digital citizens. This transformation is particularly evident in the financial sector, where Internet companies have spearheaded the growth of Internet finance, offering non-professional, highly autonomous, cost-effective, and accessible financial services. Traditional banks face stiff competition from internal and cross-border rivals, compelling them to embark on digital transformation journeys to stay relevant. This research paper delves into the critical relationship between technology forecasting and social change, exploring the impact of gender imbalances on FinTech innovation. It also examines innovative e-commerce marketing models driven by big data and artificial intelligence, catalyzing advancements in the financial field. The digitalization of banks encompasses multiple facets, including decision-making, ecosystem development, channel optimization, process enhancement, data center construction, and infrastructure fortification. Central to this transformation is the understanding of customer emotions, a task made more intelligent through natural language processing (NLP) technology. We employ NLP techniques to analyze customer voice data and discern emotional states, including one-hot vector representation and Word2Vector models, alongside Bi-LSTM and attention processes. This approach significantly enhances our ability to tailor policies and products in real time, ensuring a more personalized customer experience. Also, the paper emphasizes the importance of establishing robust data governance systems, innovating talent development mechanisms, controlling digital risks, and optimizing customer acquisition strategies in the digital transformation journey. It also addresses the changing landscape of e-commerce architecture, highlighting the significance of logistical expertise and security considerations in international Internet sales. This research advances our understanding of how commercial banks can leverage technology and innovation to serve the real economy effectively. It provides valuable insights into the analysis of customer emotions and offers practical recommendations for achieving a seamless digital transformation.

Keywords: Customer emotion; Affective computing; Sentiment analysis; Emotion analysis; Natural language processing (search for similar items in EconPapers)
Date: 2025
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DOI: 10.1007/s13132-024-01938-5

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