UK banks are navigating a transformative shift towards a fully digital presence , with 2025 expected to see even greater adoption . As branch closures leave many customers without local access , questions remain about maintaining service quality and customer trust online . We spoke with Tom Fairbairn , Distinguished Engineer at Solace , to explore these challenges and solutions . engagement with their chosen bank , even if this is through AI chatbots , which are able to provide personalised services . CRMs , chatbots , and automated marketing technologies are crucial for gaining valuable customer insights , but data from all these separate systems must then be made available within the digital experience to provide a full view of what customers expect .

What do you see as the biggest challenges UK banks face in transitioning to a fully digital presence , especially in maintaining customer trust and service quality ?

UK banks face a range of challenges when transitioning to a fully digital presence . Many legacy systems are outdated and inefficient – the main challenge is integrating them with modern technology . This challenge can prove difficult as modernising legacy systems requires significant investment and time , as it needs careful planning and execution to maintain customer trust and service quality throughout the digital transformation process .

Traditional banking architectures often struggle to provide the responsiveness and real-time capability digital experiences are expected to deliver , quickly destroying customer trust as well as satisfaction . Older batch-based architectures often simply can ’ t provide what ’ s needed – even poll based synchronous APIs can struggle . Companies need to prioritise a customercentric approach , ensuring customers do not feel neglected during this transition , especially as the financial sector is facing a rapid transformational period .

Both organisational and application responsiveness will be crucial for banks moving to a fully digital presence as it ’ s pivotal in maintaining customer trust . People need to experience constant

With the closure of physical branches , how can banks ensure that customers who are less tech-savvy or resistant to online banking are not left behind ?

To ensure that less tech-savvy customers or those resistant to online banking are not left behind , banks can leverage emerging technologies and hybrid strategies . Advances in Generative AI , such as Retrieval-Augmented Generation ( RAG ) and agentic AI , offer the potential to create more intuitive and personalised customer interactions . By equipping these AI systems with up-to-date and comprehensive information from multiple sources , banks could provide a user-friendly experience that bridges the gap for individuals unfamiliar with traditional online banking interfaces .

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