How can our bank be a part of our everyday lives in a more personalised way as opposed to being purely transactional.
New technology like bots, automation and blockchain are emerging. Customers, especially those who are young and tech-savvy, welcome such digital innovations. They have been conditioned by big tech firms like Apple, Amazon and Facebook to expect speed, personalisation and instant gratification while using their online or mobile devices.
Based on our research, a sustainable banking model should focus on customer innovation through simplicity of use, security across all channels and the ability to quickly consume relevant banking offerings.
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