Thanks to automated solutions, the usual banker skills of years past are no longer enough. Communication with clients is more technical and project-managed by various implementation teams focusing on the development of services for digital economy companies, from e-commerce to software to fintech. “Cooperation therefore requires involvement of IT people on both sides,” says Libor Čížek from Citi Commercial Bank, where he leads a section focused on services for digital companies. He adds that “as for other trends, it is mainly about shifting the bank’s corporate customer experience closer to the retail banking customer’s experience, despite the higher complexity of services in the corporate world.” Another key aspect is the digitisation process, which has been accelerated by the ongoing pandemic.