COVID-19 has altered customer behaviour, and banks will have to enhance their business models to accommodate what’s new and next. Since the pandemic is still very much part of our lives, banks will be confronted by increased customer expectations and the need to make customers and employees feel safe. Innovative online digital services will be needed to allow consumers to continue doing their essential and leisure activities without leaving their homes; leading to a new trend that’s likely here to stay – the contactless customer experience. The transformation in online digital services and our push towards contactless customer experience, will…