The human dividend in digital banking: Why care still outranks code

Retail banking has never been faster. A customer can transfer money in seconds, open an account on their phone, and get real-time fraud alerts within moments. Branch queues have been replaced by mobile apps, and even credit decisions that once took weeks are now measured in minutes. Yet, for all this progress, trust remains fragile. The paradox of digital banking is simple but powerful: the faster banks move, the more customers notice when something feels cold or careless. Technology may reduce friction ...