European Banking Roadmap 2021

European Banking Roadmap 2021 The Bank as a Digital Life Partner: A new model for customer engagement

Build forward better

We have been able to adapt to previous digital disruptions at our own pace. Now it’s been fast-tracked at hyper-speed. If we are to stay relevant in the age of fintechs, continual agility, flexibility, and a truly digital ethos all need to be part of the organisational toolbox. How do you transform your ecosystem to make yourself relevant, add value, and ride the next digital innovation wave?

Data-data-data

What 2020 has shown us is that hyper-personalisation and a focus on relationships leads to resilience and then to growth. As customer expectations start to rise again, how do you generate and build upon first-party data, when much of that valuable data is owned by others?

The platform

No one is doing what they were doing 6 months ago, but traditional banks still have siloed lines of business and complex legacy systems. Then there is the burden of physical branches, ATMs, bureaucracy and regulatory compliance. 2021 will require breaking down silos, organisational alignment, and being set up to spot the next generation of innovators. How do you see what’s been working, lock-in innovation and create the perfect culture to be a partner for your customers both now and in the future?