Looking beyond the immediate Changes in the way we live and work are a catalyst in accelerating the Purpose-driven ”new normal”. Customer intimacy is restored by To lead customers through and beyond this crisis, and to emerge in a offering broader choices and appealing position of strength, banks should resist the temptation to revert to services, tailored to customer needs the old ways of working. The old orthodoxies–such as “the elderly can and aspirations only be served at branches”–no longer hold. Now is an opportunity for banks to build trust with customers whilst Value-generating doubling down on the strategic investments that accelerate their progress to the future of banking – this will not only protect short A business model with emphasis on term business health but will also provide the foundation for win-win rather than win-lose banking competitively advantaged growth. relationships In our view, the future bank is Operationally innovative Seamless innovative solutions are one that is “purpose-driven, delivered at scale by leveraging value-generating and technology, digital capabilities and partnerships operationally innovative” 5