Banking's Delusions Of Digital Transformation

These perspectives are flat-out wrong and/or miss the point of what digital transformation is. For starters, the relatively small minority of consumers--25%--who plan to make less (or no) use of branches going forward is a pretty weak argument for transformation. Who says that they won't start using the phone to make voice calls to call centers more often? Second, banks are not "moving quickly" to providing "personalized solutions that can be delivered seamlessly." That simply doesn't happen in a three-month time frame, and especially during one when financial institutions are scrambling to adapt to a crisis.