#79 The Black Swan of Digital Banking

What happens when the banking world is hit by a “Black Swan” event?In this episode of the UXDA Podcast, we explore how unpredictable, high-impact shifts—like the digitalisation boom—caught many banks off guard, radically transforming customer expectations for speed, personalisation, and seamless service.We uncover why many institutions responded with surface-level fixes instead of full-scale transformation—widening the gap between what customers want and what banks deliver.Looking ahead, the rise of AI could be the next Black Swan, reshaping the industry once again. Discover what it takes to build antifragility—the ability to adapt, innovate, and thrive in the face of disruption.Find out:How past Black Swan events reshaped digital banking expectationsWhy AI could be the next game-changing disruptionPractical strategies for bridging the gap between customer needs and current offeringsRead the full article on UXDA's blog: https://theuxda.com/blog/black-swan-digital-banking-how-tech-shifts-disrupt-finance* AI podcast on UXDA article powered by Google NotebookLM