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A new study argues that as the traditional functions of banks become commoditised, value is moving from transactions to relationships. Unfortunately for banks, they face competition from small start-ups and enormous, cashed-up tech giants inserting themselves directly into the relationship with their customers. IBM’s Institute for Business Value has released a fintech report called “Banking at the Brink”, which identifies the finance industry as sitting square in the centre of a perfect disruptive storm. The Institute calls out three challenges. Banks are still struggling with sluggish profits in the aftermath of the Great Recession. A new type of customer, easily dissatisfied and disillusioned, has ever-growing expectations of engagement and improved […]