Powerful forces are transforming the retail banking industry.
Growth remains elusive, costs are proving hard to contain and ROEs
remain stubbornly low. Regulation is impacting business models
and economics. Technology is rapidly morphing from an expensive
challenge into a potent enabler of both customer experience and
effective operations. Non-traditional players are challenging the
established order, leading with customer-centric innovation. New
service providers are emerging. Customers are demanding ever higher
levels of service and value. Trust is at an all-time low.