A lot has changed in the 35 years since Kevin Brown started his career at RBS. The senior executive at RBS International Banking tells The Banker that as telecommunications have evolved, so have customers’ expectations.
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Once regarded as national treasures, over the past few years many exchanges have been evolving into cross-border operations, focused on capturing larger market shares. Following this wave of consolidation and collaboration, however, it still remains to be seen whether bigger really means better.
In the race to be the 'most digital', banks have lost their human touch, and consequently the relationship between customer and bank has broken down. It is, therefore, time to get back to basics.
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Banks concentrating all of their energy on their digital offerings risk forgetting the most important component of the bank of the future: the customer.
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