The Forum of Free Enterprise is a non-political organization founded in 1956 by A. D. Shroff and was established to educate public opinion in India on free enterprise and a democratic way of life. The Forum publishes booklets to further its objects. The following booklet titled, “Role Of Technology In Enhancing Quality Of Customer Service In Banks” was published on June 5, 2009 and was authored by M. D. Mallya. In this booklet, the author explains the evolution of the banking system in India and its performance. In addition to this, he talks about the significance of customer service in banks, the impact of competition shaping up customer service in banks and how institutionalizing helps in better customer service systems. Then the author discusses the rapid advancement in Information and Communication Technology in global banking and Indian banking system. Further, the author points out several benefits of Integrated CBS operations and talks about advantages of technology in improving banking services, financial inclusion, rising customer expectations, and challenges for baa in integrating IT. The article also talks about the future prospects of IT centric customer service.