Digital transformation isn’t just about apps and tools—it should emphasize how traditional in-person banking and digital experiences will work in concert with and augment each other. To raise the bar even higher, we are increasingly convinced that this balancing act also must ensure both live and screen-based experiences have the same level of excellence, simplicity, and ease.
To keep the pace with market demands and banking industry trends, banks must lean into automation, AI, and data analytics to prime their operations for not only a digitally forward operating environment but to power an enterprise in its pursuit of balancing digital and in-person services. This includes designing a future operating model that aligns effort with reward in the front office, powers operations through new technologies, and enables data-driven decision-making.
A perceived foe is now seen as a prized partner across the banking landscape. The most pressing question facing many banks in 2022 will undoubtedly be: Do we build, partner, or buy the tech solutions needed to orchestrate and execute our end-to-end experience?
2-MINute TAKEDOWN
Bridge analog and digital client experiences and journeys
Drive more efficient operations through data, AI, and automation
Build, buy, and partner to compete with fintechs and large digital technology companies
The one-on-one relationships between banks and customers isn’t disappearing—but it is evolving as more modern, digital capabilities take center stage. The bar is now higher and requires a precise balance of analog and digital infrastructure not just to protect current customers but to meet the expectations of the next generation of bank clients and an increasingly digital economy.
The banks that succeed in 2022 will be those that embrace that technology, make more informed data-driven decisions, and integrate both with the traditional, relationship-based banking methods.
