Physical banking to remain core to SBI strategy amid digital expansion
State Bank of India (SBI) will maintain its physical branch network as a key growth pillar while accelerating investments in digital banking, AI, and technology under its 'Digital First, Customer First' strategy. Chairman C S Setty emphasized integrating branches with digital platforms to create an omni-channel experience, with Project SARAL driving automation and AI adoption across services like SME ecosystems and wealth management.
State Bank of India (SBI) will continue prioritizing its physical branch network even as it expands digital banking, AI, and technology investments, according to chairman C S Setty. In SBI’s FY26 annual report, Setty stated that physical banking remains a core part of its relationship-led model, aiming to merge branch strengths with digital convenience for an omni-channel experience. The bank’s strategy, dubbed 'Digital First, Customer First,' includes heavy investments in technology, data analytics, AI, cybersecurity, and digital infrastructure. Setty highlighted Project SARAL as central to this transformation, focusing on process re-engineering, standardization, digital integration, and greater automation and AI use. While digital adoption accelerates, SBI will retain reliance on its physical network alongside tech-driven services. The bank plans to expand digital onboarding, transaction banking, and SME ecosystems while strengthening customer trust through low-cost deposit bases and personalized advisory services. Setty also stressed SBI’s commitment to supporting India’s growth under the government’s Viksit Bharat vision, with sustainability, workforce development, and governance as key priorities. The bank aims to balance technological leadership with human trust, ensuring business growth aligns with social responsibility.
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