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Covid-19 and Banks: Balancing Operational Resilience and Customer Experience


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Twelve years after the 2008 financial crisis, banks found themselves in another unique market disruption. However, this disruption is not caused by economic or financial exuberance, or over extending credit and taking on too much risks. This time, it is a pandemic over which banks and other industries have had no control, and which requires finding solutions to support their diverse customers in a new normal.