Summary of Whose Customer Are You?

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Many banks redirected their strategic priorities away from post-Great Recession regulatory imperatives to focus on digital banking. For these institutions, the question is not whether to implement the technology, but rather how and when. They’ll need to consider carefully the how: Agility at the expense of secure data and money is no virtue at all, according to this robust analysis from researchers at the Economist Intelligence Unit. getAbstract recommends their useful report to financial services professionals.

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The Economist Intelligence Unit is an independent research and analysis organization.



Digital technology has already disrupted traditional banking on several fronts: Smartphone apps and electronic wallets have eroded conventional service delivery modes such as ATMs, call centers and bank branches. Back offices have become more efficient. New technologies have improved fraud detection and compliance capabilities. But over the 2018 to 2020 horizon and beyond, banks will need to respond more flexibly to changing consumer preferences. New fintech start-ups, along with titans of the technology world – Facebook and Google among them – are entering the financial services arena...

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