The client expectation is more and more mobile first and frictionless: the payment seamlessly integrated into the user experience. This way forward is stimulated by among others technology (e.g. biometrics and artificial intelligence), digitalization and the increased use of social media. This will impact the strategy of companies regarding channels, services, e-banking environment (including apps), and many more. Above all, the mobile first perspective is the ultimate driver behind the merger between online and offline and the user experience is expected to be the same everywhere at any time.
