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NatWest and HSBC are shoring up their digital assets to support growth and changing customer behaviors as well as fending off the threat of new challenger banks.
There’s clear evidence of how much the COVID crisis has driven online uptake in the traditional retail banking sector from the revelation by NatWest that 58% of its customers are now digital-only, up from 46% a year ago. As in-store banking business levels correspondingly decline, there are obvious agenda item priorities here, says CEO Alison Rose:
We are investing in digital transformation to create a relationship bank for a digital world. In other words, a bank where customers can interact with us in person or online at any time of the day and from any place they choose…Our ongoing digital transformation, together with initiatives…in each of the businesses, will help us acquire new customers, drive additional revenue generation and support our lending growth t ....

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