The rise of the so-called 'Generation Y' customer base has major implications for the way in which retail banks operate: from channel strategy to the manufacturing process, product design and risk management, the traditional retail banking model will have to change dramatically if it is to successfully capture the imagination of this discerning, tech-savvy customer segment. In this Masterclass, Michelle Price, business editor of The Banker, and Senthil Kumar, vice-president of global financial services marketing at Oracle, discuss the issues.

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