The future online banking services will close the gap between banks and their customers. We will see a kind of symbiosis, in which the banking environment will serve as the customer’s financial senses. Functionality and design will adapt according to the customer’s context. The age of intuitive banking.
Software will learn what customers need and prefer – even before they become aware of it themselves. Financial specialists will be able to intervene just at the right moment by comparing current data with pre-established customer journeys. All this will lead to better service, just at the times when the bank can make a real difference to its customer.