I Love My Bank

Incumbent retail banks face pressure on several fronts with neobanks and digital players entering profitable segments across the banking value chain. For banks to be loved by their customers, they must reimagine their customer service -- with continuous innovation and reinvention required to meet customers’ evolving expectations and address customers’ key needs.

For some players, this requires a holistic digital transformation to reform legacy systems and processes. For most, it will mean assessing their existing and future business models. For all, it will require leveraging customer data to personalize engagement and better predict and exceed customers’ needs.