BFS organizations have spent the last couple of years playing catch up to the sudden shift to digital, trying to keep pace with non-traditional competition and digital native consumers. But the need now is to go beyond; industry players must overcome the inertia within their internal systems and build resilience. They must harness data-driven decision making to weather future risk, while also promote changing customer expectations, innovative business models and emerging technologies.

This transformation towards an innovation journey is not about channels, nor is it about technology; it is about a superior experience for customers that is simple, engaging, and contextual.