The retail financial services industry continues to undergo a process of transformation in terms of how it is connecting and servicing customers. The disruption from fintech players and platform providers reverberates across the industry as new ecosystems are formed and distinct competitive advantages are realised through the application of emerging technologies. The top 10 banks evaluated from this year’s programme of more than 100 institutions for the “Best Retail Bank in 2020” completely reflect this paradigm shift.
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