If we were creating a bank today, how would we create it? This is a question that comes up regularly, especially as the focus is moving increasingly towards the Digital Bank concept where everything is built around the mobile Internet rather than bricks and mortar. Now, let’s be clear, building a bank today requires many things. The first issue that we would need to address is what sort of feeling we would want the bank to convey. For instance:
• Are we a technobank or a human bank?
• Do we want to encourage human interactivity or remote interactivity?
• How do we believe we are different and what can we deliver to customers to show that we are different?
• Where are the weak points in the current bank offer, ...