The future of retail banking: Platforms will increasingly occupy the customer interface
The platform economy is revolutionizing the banking sector – technology providers and FinTechs are increasingly occupying the customer interface. Retail banks must reposition themselves: Instead of the mostly universal business model they operate now, they need to decide where their future focus will lie. Will they be relationship expert, product expert or technology provider?
Online platforms reach millions of people, enabling more and more products and services to find their way to the customer. This also applies increasingly to financial products, where platform operators are becoming serious competition for retail banks. Thus, banks face a fundamental decision: Do they position themselves in the future at the customer interface and actively design platforms or should they focus on primarily being product providers? Currently most banks are busy digitalizing their existing business model – without any sign of real innovation.
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