On the Post-Crisis Challenges to Banking

Abstract

Along with the coronavirus pandemic, other uninvited “agents of change” are also becoming the “new normal” – escalating inflation from rising energy and food prices, economic stagnation, alarming bankruptcies of major banks, rising unemployment, military conflicts, geopolitical upheavals... Both individually and in their “monolithic unity”, these radically rearrange the priorities of people and businesses. The following priorities stand out: physical health and emotional condition; personal and family safety; energy efficiency; the importance of personal data; the origin of the product and the chances of development after its purchase; comfort and quality of service; the state of the environment, etc. Against this background, credit institutions must respond adequately to the changed attitudes of their customers and offer appropriate solutions in order to create positive experiences for the customers’ “journey”.