COVID Proved Digital Wasn't Optional
The pandemic compressed years of digital adoption into months. Banks that had been "planning" digital transformation for years suddenly had no choice.
I watched banks across the region respond in remarkably different ways. Some scrambled to enable basic digital services. Others, who had already invested in digital infrastructure, simply scaled what they had.
"COVID didn't create digital banking. It just exposed which banks had been serious about it and which had been pretending."
The gap between digital leaders and laggards widened dramatically. Customers who discovered they could bank without branches didn't go back.
