We’ve all lived the transformation in life and business as a result of digital technology. Nowhere has this been more evident than in the financial sector, where back-office administration has been revolutionized by straight-through processing. Increasingly, it is reshaping the relationships between financial institutions and their customers as well.
More change is on the way, as increasingly sophisticated mobile devices become omnipresent payment terminals. Elsewhere, businesses and financial institutions of every stripe have a lot of learning ahead on how best to exploit the social media explosion that literally can make, and break, brands in all sectors. Financial firms must adapt to a world where seamless interaction with customers across a broad range of channels and technologies is vital to growth--and even survival.