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  "documentTitle": "Customers in spotlight FinTech banking",
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      "text": "Consumer banking is on the verge of disruption, much of which is led by the disaggregation of simple products and service offerings.",
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      "text": "Figure 1: Highlights from the PwC Global FinTech Report 2016",
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      "text": "Everyone agrees that there is a clear need for greater focus on the customer, but start-ups do it better. While new entrants have identified the need for increased customer-orientation as an opportunity and are building solutions to address this in the market, traditional banks are still lagging and delivering incremental improvements. New entrants, on the other hand, do not just focus on customer service in the traditional sense, but understand and meet evolving customer needs with dynamically different product design and delivery.",
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      "text": "FinTech start-ups go directly to the end-user, bypassing banks altogether. 75% of survey respondents see an increased focus on the customer as the most important area of impact. By observing and often experiencing first-hand what banks offer – or do not offer – new entrants pick off segments of the banking sector and develop narrowly defined, but highly effective solutions to manage customer expectations. Competition between banks and new entrants may give way to direct cooperation across the FinTech ecosystem. Opportunities exist for partnership and cooperation that would leverage each other's strengths, whether in product design and development by the start-ups, or distribution and infrastructure capabilities by banks. However, several major impediments inhibiting business relations between banks and FinTechs remain. We see both sides coming to the realisation of a new, mutually beneficial relationship that is possible, but it is still in the early stages of execution.",
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      "text": "Customers are redefining their expectations, taking their cues from other industries that offer multichannel access, product simplicity, seamless integration and 'segment-of-one' targeting. They want convenience, personalisation, accessibility and ease of use. They want to feel like their bank is anticipating their needs, not bombarding them with product offerings. They want transparency and no surprises in terms of fees.",
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      "text": "Source: PwC Global FinTech Survey 2016",
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