You don’t hear a lot of people profess love for their financial institution; if anything, it’s a relationship to be tolerated, not enjoyed. And most of us tend to stick with our bank, even though we’re charged high fees and have to endure uneven customer service. Part of the reason may be our innate conservative approach when dealing with money; either that, or it’s just too much trouble, and paperwork.

The banks, of course, know this, which is one reason they have not been, until fairly recently, held up as paragons of innovation. This is changing, however, and institutions are now starting to appreciate the value of being a more integral part of their customers’ lives. Why the change? There are a couple of reasons: the voice of the customer is now amplified, and the rise of fintechs. Older banks are also encumbered by unwieldy architecture, which is something new players don’t have to worry about. What will banking look like in 2030? It’s anyone’s guess, but it’s a fair bet that not all the players of today will still be in the game.