Banks would do well to use technology as a catalyst to empower and motivate people to lead the way to their digital future. Artificial intelligence, digital ecosystems, on-demand labor platforms, design thinking and other key technologies can help banks respond to people based on their wants and needs, even as the bank evolves to a digital-first business model.
In doing so, banks will become true and trusted partners—helping customers and employees achieve their goals. The more goals a bank helps people achieve, the more confident people will be in the partnership, yielding an ever-stronger relationship with each interaction. When bank customers and employees succeed, so does the bank.