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The banking and financial services industry has changed dramatically over the years.

The arrival of the internet led to further developments in the industry, opening up multiple channels of engagement between consumers and their banks.

At the same time, the physical aspect of banking started losing ground, with banks such Santander slashing their branch network by almost a fifth!

The reason?

According to data, customers are less likely to set foot in a branch, preferring to use their smartphone or computer instead.


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