Characteristics of a future bank in the “new normal” One that… …is more digital …is more data driven …is more in the cloud …has a variable cost structure for its operations …adopts stronger, more integrated digital sales and servicing capabilities …is highly automated and leverages AI …has a modernised IT shop that isn’t buried under legacy IT debt …has thought through the implications of having a big captive …has the business capabilities to differentiate in a disrupted world 6 ACCELERATING THE NEW NORMAL 6