In the digital era customers are increasingly empowered and financial institutions and banks are set under pressure to re-think its concept and strategy of servicing customers. According to the recent research 40% of Americans have not stepped through the doors of a bank or credit union within the last six months and by 2020 85% of users will use technology for financial needs. Digital transformation has become a long-term strategy providing financial organizations with the biggest opportunities in today’s shifting landscape.To seize on these opportunities, financial institutions and banks must utilize the right tools. Forward-thinking financial organizations take advantage of an intelligent CRM system to become more agile, customer-centric, streamlined, and efficient.