A war is being waged for the customer's wallet, and many banks are not prepared for it. Following up on the first two parts of this series (published on Oct. 12 and Sept. 28), we turn now to the competencies necessary to fight this increasingly complex battle for customer allegiance.

Throughout history, given any type of weaponry, the advantage in warfare has gone to the side with the best combination of strategy, technology, and committed skill. In our business, the advantage lies with those who select the wisest strategies and appropriate technologies, and invest the necessary competence to make them pay.

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