For many years, UK customers have been served by a handful of large institutions. Incumbent banks still dominate most personal and business accounts. But today they face increasing competition from digitally-native customer-centric challengers looking to steal market share with innovative offerings and engaging customer experiences.
Change is driven by both the customer and regulator, who together demand higher quality banking services, personalisation, and a banking system that places the financial health of the customer at its heart.
In this light, our latest report covers critical themes around culture, people, process and technology transformation.