Summary
The COVID-19 pandemic has both accelerated and initiated changes to consumer behavior and the retail banking landscape that will be felt for many years to come. It has accelerated the entrance of new players, including the tech and retail titans. It has forced traditional firms to rethink their pricing and revenue models, accelerating branch closures and the use of AI to lower the cost to serve. And it has brought the need to invest in customers' financial well-being to the forefront. This report focuses on five key trends shaping the retail consumer banking landscape and what they mean for the priorities of digital executives over the next year.
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