As we digitise banking, we risk dehumanising it

As we digitise banking, we risk dehumanising it

Date: October 20th 2018

For two decades, financial services organisations have deployed zero cost to serve digital banking, internet first and then mobile, to give customers 24*7 access to their money from anywhere. Whilst premised as a great value add for the customer, the big winner has been the institution who has been able to dramatically reduce cost to serve whilst increasing the market for whom to serve. Under that thesis the natural driver for technology has been in automation. As this continues there is a very real risk of dehumanization. As that occurs, the journey towards commoditisation accelerates

Press release

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