Leveraging Smart Technologies and Emotional Intelligence for Sustainable Business Practices in the Banking Sector

Abstract

This chapter examines how smart technologies and emotional intelligence (EI) together drive sustainable business practices in the banking sector. It highlights the growing importance of advanced digital tools, such as artificial intelligence, Internet of Things, blockchain, and big data, in improving operational efficiency, reducing environmental impact, and supporting sustainable banking strategies. Alongside technological advancements, the chapter emphasises the role of emotional intelligence among bank employees, focusing on skills such as self-awareness, empathy, and emotion management that enhance customer service, employee performance, and crisis resilience. By integrating insights from key theoretical frameworks and recent empirical studies, this chapter demonstrates that combining strategic technology management with strong emotional competencies leads to improved environmental responsibility, social inclusion, and overall organizational sustainability. It also discusses the challenges faced by banks in implementing these approaches, including cultural barriers, costs, and training needs. The chapter concludes with practical recommendations for banking leaders to foster sustainable growth by balancing technology adoption with emotional and ethical intelligence. This holistic perspective aims to guide banking institutions toward long-term success in an increasingly complex and environmentally conscious business environment.