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  "documentTitle": "Global Retail Banking 2022",
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      "text": "We believe it will become the next frontier of competitive advantage for retail banks—and a pillar of future growth.",
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      "text": "GLOBAL RETAIL BANKING 2022: SENSE AND SUSTAINABILITY",
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      "text": "Our last two retail banking reports examined evolving customer priorities and industry dynamics and their impact on retail banks' sources of competitive advantage. In 2020, as COVID-19 caused customers around the world to fast-forward the shift of their banking activities online, banks needed to speed development of new digital capabilities to maintain relevance and grow scale. More customers doing more banking online accelerated the digital migration, which led to banks digitalizing value streams front-to-back, which we explored last year.",
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      "text": "Like beauty, sustainability can be in the eye of the beholder. In business, sustainability refers to a company's capacity to make a positive environmental and societal impact. Determining an organization's success in this realm is at least partly subjective—and reflects internal and external perspectives. Retail banks must please their boards and management teams as well as customers, shareholders, regulators, and the communities in which they operate. One thing is clear, though. Sustainability has moved quickly up the priority list for all stakeholders. For many it is at or near the top.",
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      "text": "Sustainability is not just about complying with a new set of rules and expectations. We believe it will become the next frontier of competitive advantage for retail banks—and a pillar of future growth. Leaders have already taken note and developed aggressive environmental, social, and governance (ESG) goals and agendas. Those who have been slower to act will feel pressure, perhaps from multiple quarters, to follow suit.",
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