The 2020s are off to a disruptive start. The pandemic prompted an unprecedented wave of digital transformation initiatives within organisations across the world. The need for innovation and digitalisation strategies – a point of debate even before the pandemic – was more apparent in a world gearing up for a new normal and changing customer expectations.

Financial services organisations that met these expectations by developing their digital capabilities thrived, while many others still struggle. However, this raises a new question – what could shape the next big shift in the financial services industry? Here are a few factors that may impact the next decade of banking.