Great blog Penny, I think as you say banking today is very much transactional and customers are quick to move - and it's so much easier nowadays. There needs to be a sea change in the way banks deal with customers in order to retain their business, particularly as more and more challenger banks enter the market. They need to start with what the customer actually needs and wants first and then drive this through their operating model and ultimately their systems. The cost of not doing this will see more challenger and potential niche banks coming into the market and stealing customers. Although I think a bit of healthy competition is good in any market.