1、Digital by DefaultRetail banking in the era of Generative AIFast forward three years and retail banking will be digital by defaultnot only in how banks engage with customers,but in every aspect of how they operate.Digital transformation isnt new in retail banking.Far from it.Change has been happenin

2、g for two decades,with big banks moving faster than regional and community banks,many of which are still operating mostly in the analogue world.But the drive to digital is different today.The imperative is stronger.The inevitability is undeniable.Have retail banks reached a digital or die moment?Thi

3、s defining moment in retail banking comes from a convergence of forces.Generational difference is resetting what it means to serve customers,with younger customers digital savvy changing the rules of service interactions.At the same time,regional banks are feeling the sting of declining deposits and

4、 higher cost to serve as banking giants and neobanks encroach on market share.The six largest US banks by assets are on track for$31 billion in quarterly profit for the final months of 2024.In the United Kingdom,leading neobanks have seen significant revenue growth in recent years.Monzo had a 147 pe

5、rcent jump in revenue between 2023 and 2024.And Revolut saw a 93 percent revenue gain between 2022 and 2023.Then theres generative AI(Gen AI).The buzz over it has been non-stop for two years.Gen AI is rocket fuel for change.It can exponentially increase the speed and ROI of digitalization,servicing

6、transformation,customer engagement,core modernization and more.In fact,data and AI is retail bank executives top functional investment for digital transformation over the next three years,according to our global banking benchmark study.These forces are creating an urgency for banks to transform fast