The banking industry still has a black eye – but it’s more painful for some than others. Lasting repercussions from the global crisis, the emergence of non-banking digital disruptors, and impatient, tech savvy customers with low levels of loyalty and high expectations have redefined a ‘new normal’ in day-to-day banking.
Responding to omnichannel, real time requirements has been tough on all banks, but the headlines have largely focused on either the major global players or the new kids on the block – modern fintechs and non-bank challengers. While the same problems face smaller, mid-tier banks, the challenges they face in responding effectively have been given much less air time.
