The Importance of Empathy in a Highly Regulated Industry

There's a lot of, I would say, external inputs into running a heavily regulated bank. And banks are heavily, heavily, heavily regulated. Non-banks who want to take profitable parts of our business will be extremely innovative in terms of how they deliver that. We've invested very heavily in the compliance regime and we're very good at it. But there are lots of things where regulation and compliance aren't important. How do we innovate in those areas? It's a tricky balance.

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