The introduction of new regulations and the proliferation of emerging technologies are changing customers’ expectations of banking products and services at the speed of light. As a result, financial institutions have to change the way they operate, and how they offer their financial services and products. In order to meet customer expectations, while at the same time remain compliant to new and extended regulations, financial institutions need to stay on top of the technological pace.

In our paper, we discuss how the customer domain will continue to be impacted by both new regulations and innovative technology developments in the years to come. More specifically, we outline developments in the area of Anti-Money Laundering and Counter-Terrorism Financing (AML / CTF).