Banks need to get ready for a major challenge in 2025: a simultaneous decline in customer experience (CX) and worsening profitability. But fear not, because there is a solution to this double whammy: innovation.
After a turbulent 2023 marked by three bank failures, we saw more stability in 2024, if not exorbitant returns. Larger institutions were able to bolster narrowing net interest margins with investment banking and wealth management fees, but no one expects profits to return ...
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