Community

Great points. Relationships are indeed a vital differentiator and the Carillion story demonstrates that very well. Given the digital technology shifts, Banks do need to decide on how to balance digital and physical customer journeys & assets deployed at each customer touch point— right from the awareness stage to information and advice, through to purchase, service and advocacy. Good to get insights into the Barclays approach.

Very interesting & truly thought provoking take but I guess the deciding factor would be "Debt"... "Tech debt" at that. A lot of Banks have great ideas, great people but their legacy tech debt hinders the velocity of driving change. The GAFA crew aren't hindered by this (they have their own challenges though)