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Banks are modernizing their payment tools and services against a backdrop of rapid technological change and shifting consumer expectations.


  • Although banks face increasing competitive pressure in the payments space, they continue to maintain a stronger position than they are often given credit for.

Features and Benefits

  • Evaluates why banks need a more holistic view of their customers.
  • Analyzes the shifts in consumer expectations and what this means for payments.

Key questions answered

  • What will customers expect of their banks in the future?
  • How can banks organize their data to create personalized services?

Table of contents


  • Catalyst
  • Ovum view
  • Key messages


  • Recommendations for enterprises
  • Recommendations for vendors

Banks need to get ahead of their customers

  • Meeting customers’ needs
  • The role of banks is changing and there is no going back
  • The focus needs to be on the user experience not the user interface

The infrastructure for the future must be built now

  • Strategy and tactics
  • Payment service hubs provide the transaction layer but do not go far enough
  • Customer service hubs create an engagement layer for the bank

Banks can make and save money through customer service hubs

  • Customer service hubs will drive revenue


  • Further reading
  • Author

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