Banks build delivery channels. Clients need seamless journeys.

Commercial clients have moved on. They expect connected, intelligent journeys - not more products delivered through disconnected systems. Yet most banks are still building for products, not outcomes.

In this paper, Patricia Hines breaks down why the gap is widening and what leading institutions are doing differently.

• Commercial banking's product-centric model is hitting its ceiling, and incremental digital fixes won't close the gap
• Internal complexity is the hidden threat: layered tech stacks and siloed teams are making client experience harder to deliver, not easier
• The banks pulling ahead are rethinking how journeys are designed, platforms are built, and intelligence is embedded into real workflows