In a discussion of the future bank, it appears that we all talk about digital being the focal point, but it's the wrong focal point. Customer is the focus. It's too easy to get wrapped up in the technology and forget about the customer. That's what worries me today when I see banks rolling out sexy apps and wearable gadgetry, when the real point is the process, information, service, capability and competency of the bank to evolve their business with the technology. And to do that at the speed of the customer's need.
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