Even before the pandemic, financial services firms were
continually optimizing online and mobile technology to
keep up with rising customer expectations. But then crisis
hit. Customers needed to access accounts and complete
transactions without branches.
Banks had to process a flood of applications from
businesses desperate to stay afloat—standing up systems
to handle the payment protection plan (PPP) in the US or
recovery loan scheme (RLS) in the UK. And online banking
signups skyrocketed. The New Normal had little use for
outdated manual processes.
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