Who could have predicted that the center of conversation for 2020 would revolve around coronavirus? At the time of writing this, the world continues to battle the ongoing pandemic, which has impacted almost all countries, economies and populations in some shape or form. Changes to how we shop, how we work and even how we bank are now challenging the concept of what should constitute a normal service.

While the full impact of COVID-19 will not be known for quite some time, one trend has become particularly clear across most sectors – digitization. In this article, we explore how customer banking expectations are changing due to COVID-19, banks’ reactions to the pandemic, and why a strong, digital strategy is so critical for banks to embrace and thrive in the ‘new normal’.