Digital technologies open limitless possibilities for ‘disruptive’ approaches to product and service creation and delivery. From driverless cars to cars driven by complete strangers to staying in a stranger’s house, ‘set in stone’ approaches to established industries are being transformed. For this transformation to extend without disintermediation of established players, financial institutions will need to take action around three key dimensions.
- Context: Understanding the ‘emotional climate’ needed for consumers to put trust in their bank, and to the same extent as they do with non-banking digital services.
- Technology: What is required from technology we already have, to turn a trust-led consumer banking environment into a delivered reality.
- Commercials: What is required from a commercial perspective to create trust-led products and services that will engage more consumers more effectively and more profitably.