Hidden in the text of the joint BancoSabadell and Telefonica instant banking announcement I noted quite a novel idea; they have committed to adapt the new 24X7 all -channels banking service to customer requirements, not vice versa!
They promise a consistent customer experience across all channels and BancoSabadell is actually regarding this new initiative as the opportunity to reduce its processing times.
Customer centricity, service experience excellence and less processing times, good heavens, the "A" word comes to mind. Agility.
Food for thought for UK banks?