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While financial service operators have played a hugely positive role over the last couple of years, there is an incredible demand for banks, in particular, to evolve rapidly and offer personalised services and an omnichannel customer experience. So, how can they go about doing this?

In our roundtable, sponsored by ServiceNow, six experts explore the future of banking and the next-generation operating models required for it

What does banking in the near future really look like?

  • What do customers want in the UK compared with other regions?
  • What is the right balance between clicks and bricks in the UK?
  • What might influence progress when building the banks of the future?

What are the biggest barriers to building the banks of the future?

  • What are the practical challenges to upgrading operating models?
  • To what extent do stakeholders have to be convinced to shift to a new operating model?

What are the best solutions and tips to accelerate transformation?

  • To what extent are banks prepared for uncertainty?
  • Interoperability is key, but how can banks truly stop working in silos?


Nadya Hijazi

Global head of wholesale digital channels, HSBC

David Morris

Chief commercial officer, Yorkshire Building Society

Jasmeet Narang

Chief transformation officer and head of operations, Santander

Keith Pearson

AVP, financial services industry go to market, ServiceNow

David Thomasson

Managing director of digital and products, Metro Bank

Fay Wood

Head of retail strategy, Natwest