As the most frequent customer touchpoint, payments are spearheading innovation in the financial industry. Our prediction: In five years’ time, instant payments will be the new normal when large or small amounts of money change hands. In ten years’ time, even spare change could be virtual, carried in smartphones in the form of digital currency. But contrary to conventional wisdom, banks still have a strong say in the payment market. However, they need to keep their innovation gears running fast to keep their no longer comfortable position.

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