“To better understand the requirements of our target groups, we find out about the current trends directly from young people themselves. We recently invited them to discuss with us their concerns and things they would like to see happen. Major trends, such as sustainability, are a common denominator, but not necessarily in the banking sector. Personally speaking, products and processes should be straightforward and easy to understand because I don’t like reading instructions. Quality and longevity matter a great deal, and waste is a major issue.”

“As a customer I don’t want to take anything other than my smartphone with me when I leave the house. Paying at the checkout, automatic ticketing for events or airline tickets and storing the GA Travelcard all work reasonably well. On my travels in Asia, I was constantly reminded how advanced the big cities are over there: everything’s done via smartphone – there’s no need for a wallet. Swiss Post is playing a pioneering role with TWINT, and that’s great.”