Mark Sievewright, Chief Strategy Officer for SRM, discusses the evolving landscape of retail banking and the complexities of digital transformation. He reveals that while many banks aim to enhance digital experiences, the simultaneous investment in physical branches is surprising. Sievewright also addresses the challenges posed by legacy systems and how AI is shifting from mere security to crucial roles in customer service. Ultimately, he emphasizes the importance of balancing innovation with meeting customer expectations as the industry navigates towards 2025.