This thought-provoking article by Accenture serves as a reminder, if any were needed, that change must involve and engage people. The banking automation model of the early naughties served a purpose in reducing costs. But it disenfranchised a huge swathe of High Street and small business customers in the process. That alienation has left its permanent mark and created new categories of competition that previously the banks would have thought impossible. So it is no surprise that the banks themselves are considering ways to fight back. To do so they must put people at the heart of their proposition.