Stephen DuryDirector New Business Models

Reinventing Banking: Digital Transformation and Beyond

Meet SARAH…

Put the customers at the centre & understand their needs

An industry in transformation

Technology Regulation

Finance industry

CompetitorsCustomers

@

Full-service scale challenger in the UK

7

Big Techs defining a new standard in customer centricity

-16%

-14%

8%

17%

20%

25%

29%

37%

41%

51%

54%

58%

Tech companies

Financial Services companies

Bank 2

Bank 3

Bank 4

Bank 5

Bank 1

Openness Collaboration Investment

Our approach to innovation

Collaboration

Sarah now wants tobuy her first home

Keeping on top of my finances is a real pain. I wish the banking experience was more human

“

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Key ingredients to build the bank of the future

Put the customer at the centre. Built around the relationship

with customers

Open, collaborative, agile

Helping people and business prosper

Simple, personal and fair

How humans think about the future

Underestimate

Overestimate

How technology develops

Amara’s lawWe tend to overestimate the effect of a technology in the short run and underestimate the effect in

the long run

Stephen DuryDirector, New Business Models, Santander UK

Thank you