Journey To Digital: Banking In 2025

“It is, therefore, important to realise that physical touchpoints will not be rendered obsolete [4] – rather, the introduction of AI solutions will ensure that both physical and digital interaction is available in a cohesive way. Here, the process that is the democratization of financial services becomes clearer [5]. Digital touchpoints render services more accessible to a younger demographic whilst retention of in-person customer service and alike meets the need of both the traditional and vulnerable consumer.”

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