Recently, I was conducting a workshop for the top executives of a mid-size bank in a Nordic country. These executives were telling me that back in 2013, just 5% of customers emailed or used electronic forms of communication when wanting to connect with the bank. In the present, that figure has gone up to 85%.

For the bank, eight out of 10 customers from across all the customer segments, and nine out of 10 from the younger age groups, are now using a digital communication platform as their method of communication with the bank. This top executive was telling me, very proudly, that the company is now a genuinely digital bank. The bank went through digital transformation and now has 24/7 kiosks and video conferencing with financial advisors, and offers the ability to set up accounts by e-banking or video trust.

I asked the executive whether the bank applied at least any three of the following technologies: AI, Social Web (SW), IoT, big data, robotics, mobility, or cloud services...