This article provides a critical and integrative review of the literature on banking digitalization, highlighting its implications for customer relationships and financial inclusion. It is situated within a context of profound transformation of the banking sector, driven by the rise of digital technologies, the reconfiguration of business models, and the evolution of interactions between financial institutions and their customers. Despite the extensive body of research on this topic, the literature remains fragmented across information systems, service marketing, and trust-based approaches. This paper aims to overcome these fragmented perspectives by proposing an integrated theoretical framework that articulates the technological, relational, and social dimensions of banking digitalization. It demonstrates that the adoption of digital banking services cannot be fully explained by cognitive variables such as perceived usefulness and ease of use alone, but also depends on relational and institutional factors, particularly trust and customer experience. The analysis highlights a structured relational chain in which digital service adoption influences perceived service quality, which in turn affects customer satisfaction, ultimately leading to customer loyalty. Furthermore, the paper emphasizes the ambivalent role of digitalization in financial inclusion, showing that while it can enhance access to financial services, it may also generate new forms of exclusion related to digital inequalities. This study contributes to the literature by proposing a critical and integrative analytical framework that offers a deeper understanding of the transformations shaping the banking sector in the digital era.