The rapid evolution of technology across all industries is revolutionising customers’ expectations around digital transactions. Quality of service at the right price is table stakes but today’s customers also expect an intelligent and a seamless digital experience. Artificial intelligence is facilitating disruption through incoming trends like Web 3.0 and the Metaverse. In this digital age, banks will have to change fundamentally to survive and thrive. They should revisit the banking journey from the customer’s perspective to effectively map out changes in their business and operating models.