Frankly, if a bank doesn’t start thinking about the digital bank account, accessible through voice and mobile, as their primary channel for day-to-day access and advice to their customers, then they will be caught off guard in the same way banks were when both internet and mobile apps first appeared. This time, however, the risks are much greater, because the shift from product to experiences will dramatically erode the ability to simply retrofit voice onto the existing channel middleware or bank core systems architecture.
