# Keynote Case Study: Wells Fargo — Banking Was Entering the Era of Acceleration
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Banking has always been built around trust. But by 2014, the way customers expected to access, manage and understand their financial lives was changing quickly. That was the context for my keynote for Wells Fargo in San Francisco. The focus was banking in the era of acceleration. Mobile technology was changing access. Digital interaction was changing service expectations. New competitors were emerging around pieces of the traditional banking relationship. Data was becoming more important. And consumers were beginning to compare their banking experience not simply with other banks, but with the best digital experiences they had anywhere. Six themes framed the discussion: Mobile Banking. Financial interaction was moving rapidly toward mobile devices. Digital Expectations. Customers increasingly expected simple, immediate and convenient service. New Competitors. Nontraditional financial players were beginning to challenge parts of the banking relationship. Data-Driven Insight. Information was becoming more important to personalization, risk and customer service. Branch Transformation. The role of the traditional physical branch was beginning to change. Acceleration. Technology and consumer behavior were moving faster than traditional banking planning cycles. The most important point was that change was not limited to technology. It was changing customer behavior. Once people became accustomed to mobile convenience in other parts of their lives, they brought the same expectation to banking. That meant the industry could not simply digitize existing processes. It needed to rethink the experience. The future of banking would still be built on trust. But trust would increasingly be delivered through faster, more digital and more personalized systems. Banking was entering the era of acceleration — and the customer was setting the pace.

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Source: https://jimcarroll.com/2014/10/keynote-case-study-wells-fargo-banking-was-entering-the-era-of-acceleration/