Personalisation Is Changing the Retail Customer Journey
Personalisation can sound like a buzzword. It’s one of those customer experience trends that retailers talk about and yet there is very little...
The latest Competition and Markets Authority (CMA) report, combined with the advent of the second Payment Services Directive will cause huge disruption in the retail banking sector.
Existing providers will need to transform their digital capabilities – those who can meet these challenges will deliver a superior experience to their customers, while those who can’t will be left behind.
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Over the next five years, developments in regulation and digital technology will reshape customers’ experiences with retail banking providers. As a result, existing banks will need to transform their digital capabilities. Those that do not will be relegated to acting merely as wholesale providers, competing solely on price.
It’s time for digital transformation…