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During the pandemic, banks were forced to modernize their operations to improve customer experience, leading to the rise of digital channels and an increase in banking transactions. This phenomenon is analyzed by compiling financial articles from academic journals, specialized contexts, and government agencies. Graphs and statistical indicators are analyzed to identify trends and performance indicators. The method includes a systematic document review analysis that included data collection on technological innovation, priority directed toward digital conversion, the use of artificial intelligence, and the acceptance of electronic channels in Panamanian and Latin American banks. Competition in the banking sector, combined with the pressure of low interest rates, has significantly reduced the operating profits of intermediaries, forcing traditional banks to adapt to the new digital environment. The customer loyalty system is based on time and money savings, security, community, and services such as balance inquiries and transfers. The use of e-banking is expected to reduce the need for in-person bank visits, make customer service more efficient, and reduce the risks of cash handling, theft, and loss. Furthermore, digitalization and the implementation of Artificial Intelligence allow banks to offer more efficient and personalized services, significantly optimize processes, and reduce fraud.
