Proceedings of the International scientific and practical conference ―Israel Ukraine Forum of Science and Innovation‖ (April 27-29, 2026) / Publisher website: www.naukainfo.com. – Tel Aviv, Israel, 2026. - 262 p.

19 UDC 336.71:004 Diana Zavadska Doctor of Economics, Professor Odesa National Economic University Odesa, Ukraine TRANSFORMATION OF BANK CUSTOMER RELATIONSHIP MANAGEMENT IN THE CONTEXT OF FINANCIAL TECHNOLOGIES AND DIGITAL STATE DEVELOPMENT Abstract. The paper examines the transformation of bank customer relationship management under the influence of financial technologies and digital state institutions. It argues that open banking, digital identification, and consent-based data exchange reshape customer interaction models. The study shows that digital state infrastructure acts as a co-producer of customer experience, reducing transaction costs and enabling seamless service delivery. Practical implications include the need for consent-based CRM models, data protection, and standardized digital interfaces (National Bank of Ukraine, 2025; Bank for International Settlements, 2026; International Monetary Fund, 2025) Keywords: cRM; banking; financial technologies; open banking; digital identity; trust. Note: In this study, the terms “customer” and “client” are used interchangeably; however, preference is given to “customer” in line with CRM terminology. The transformation of customer relationship management (CRM) in banking is driven by two parallel processes: the rapid development of financial technologies and the institutionalization of digital state infrastructure. In Ukraine, this transformation accelerated in 2025 with the implementation of open banking and the expansion of