October 2015

Digitalisation impacts everything. Especially with respect to finance its impact is transformative: going far deeper than the cost-saving potential from innovative IT, or even from sourcing new revenue streams.

Digitalisation is about taking control of your customer-experience ecosystem by managing your entire business from your customers’ perspective and rethinking your legacy business model.

This paper summarises how the banking industry is being influenced by digitalisation: the factors driving the change in business and the evolution in customer expectations. It then outlines ways to identify specific opportunities for the realisation of digitalisation’s full potential.

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