Gone are the days when customers would visit brick and mortar stores 3-5 times a week to complete their daily chores, buy luxury items or do banking. With the proliferation of mobile technology, social media, and internet banking, customer expectations shifted and evolved. Moreover, with the rise of on-demand and one-click mindset, induced by the likes of Netflix, Amazon and Uber, along with the need for hyper-personalisation, people were no longer willing to wait and watch for any of the businesses, and the case of financial services was no different. It is needless to mention that customer expectations and digital transformation have been evolving in parallel ever since.
