• SAP SE

In 2025 banking will be a customer-experience-driven business. Customers will access and obtain services seamlessly on any device, based on a detailed product set catered to a customer of one (see Figure 2). Customers will be able to consume banking and nonbanking services without a detailed knowledge of the financial services industry and jargon, but rather through product intent and desired outcomes. If a customer is unhappy with their experience
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