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Customer experience in retail banking

18th August 2016

How regulation and digital technology will reshape the UK banking customer experience [DOWNLOAD AT BOTTOM OF PAGE]

New regulatory requirements designed to increase transparency and improve competition will lead to a restructuring of the competitive landscape in the UK, creating a platform for the many new digital entrants looking to capitalise on consumers’ distrust of existing banks.

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. This paper focusses on how banks can embrace this opportunity to deliver superior service while reaping significant efficiency gains.

Number of pages: 8 Date published: 18th August 2016

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