Emotional Banking: Fixing Culture, Leveraging FinTech, and Transforming Retail Banks into Brands

Banking is under threat. Despite access to fast-paced technology known as FinTech, an antiquated business model and internal organizational paralysis do not allow for the creation of a truly beloved brand and are stifling change. To survive and thrive when their competition is catching up, banks must understand the principles behind Emotional Banking―a cultural change concept that brings the consumer to the center of rethinking banking products and delivery.