Banking is one of the world’s biggest institutions, with a customer loyalty that surpasses many other markets, especially in the UK. But this inherent loyalty, once developed through family and built upon personal relationships with the bank manager or tellers from an early age, is now built upon a bank’s ability to make a customer’s life easier. Part of making our lives easier is to create a seamless customer journey. This has been enabled through technology. It seems, however, that banks still have some way to go with nearly half of UK consumers considering switching their current account due to poor customer service.