The future bank will be What’s the “new normal”? operationally innovative Digital first Majority of processes, interactions and transactions are performed completely online with reduced reliance on physical Adjust the operating model by flexing people, footprint processes, technology, partners, regulation Truly open and innovation. This sets the foundation for Connections across multiple right-sizing and transforming the estate ecosystems to broaden front-end distribution, enhance customer propositions and optimise capabilities Radical shift to mobiliseand Where we are today virtualise workforce Flexible working with the ability to stay Physical processes delay responses to connected, while deploying smart customer crises, and legacy technology and practices that augment technology impedes optimal NEW human activity and enable a multi- workforce productivity. Ultimately, skilled workforce these inhibit the operational step- Always on and secure change required to grow profitability Operational resilience to protect assets and, more importantly, customer data NEW 18