You could say that they are the basic digital principles you need to understand in order to find the right tactics. Game rule number one: the individual needs and wishes of customers are taking on a whole new level of significance. Easily accessible, transparent and personalised services are becoming the norm.
In social networks, when shopping online or searching for information, consumers are already used to having their own needs catered to. Customers also want their banking to fit in and keep up with their lifestyle in future – this is especially, but not only, true for the younger generation.