Banking after COVID-19: Remaking Customer Journeys Nirvikar Singh Distinguished Professor of Economics University of California, Santa Cruz January 2021 FANPLAYR WHITEPAPERBanking after COVID-19: Remaking Customer Journeys Nirvikar Singh Distinguished Professor of Economics University of California, Santa Cruz January 2021 1. Introduction In the context of the digital age, financial services have some paradoxical properties. All financial records and transactions can potentially be digitized. But at the same time, dealing with money raises concerns about risk and security, making trust a major factor, and human interaction vital. Before the COVID-19 pandemic, transitions to the digital world were proceeding in a natural way. Younger people were at the forefront of moving to all

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