LookingAhead

Mostbanks have been on the digital journey for years now, but that journey is onlyhalfway

through,our respondents say. Operating agility and cultural changes are next on the

agendafor the market’s digital transformation, which will only pick up pace through2020

(seefigure 7). Technology trends such as Internet of Things and the spread ofsmartphones,

evolvingcustomer behavior, and changing branch networks are leading to new customer

behaviorsand expectations across all markets. Banks have no time to waste in addressing

thesechanges.