The future bank will be What’s the “new normal”? purpose-driven Intimate understanding Show you are sensitive to customers’ financial situations, Redesign customer service and advice behavioursand goals–help them provision to show customers that you manage their money through automated interventions, care about their current and future personalised“nudges” and micro- financial situation level targeting Trusted advisor Expand the scope of traditional Where we are today financial advice to support customers’ unmet needs Customers feel more vulnerable Banking done your way now than ever before and doubt NEW Serve customers through a variety that banks have their best of channels to meet their individual interests at heart preferences (e.g. advice provided remotely by virtual RMs, the “human touch” provided in-branch, sales closed digitally) NEW 12