In the new world, the customer will first engage with the bank digitally.

It will come from some point of contact through their social media.

A friend likes the bank on Facebook or tweets about them.

It’s something complementary like: “just got a loan with digibank”, and so you decide to have a look at digibank.

You find that digibank has good interest rates, a nice mobile look and feel so you register with them an interest.

The digibank asks you to download the app or like them on Facebook to get relevant deals and offers, so you do both.

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