(04) Read the following passage and answer the questions: Although many things changed in the last few years, particularly in 2021, many more seem to stay the same. Whenever the banking industry thought the end of the COVID-19 pandemic was nigh, a Tuscent variant of COVID would make their collective hopes redundant. Despite these holdups. benks continuously tried to transform the way they deliver services and sought to improve efficiency Ind customer experiences. As we proceeded through 2021, the most successful retail banks xhibited leadership. The urgency of digital transformation increased as consumers continued to test ernative banking options. Digitising and customizing the retail banking process for the clients will tract more customers and ensure incremental growth. Banks need to completely revamp Publication onboarding processes that lack effective communication and personalised recommendation. A solution is to re-engage existing branch personnel to assist in the digital onboarding process, armed with insights that can empower teams to provide valuable contextual recommendations. Consumers were becoming increasingly connected with their banks credit unions across channels in 2021, interacting with many touch points before opening an account or even doing a simple transaction. The most successful organizations had a holistic data and technology strategy that could be customized at scale depending on each client and could adapt in real-time to make smart decisions and automate the self-reinforcing cycle of tailored experiences. Financial institutions must move on from using data and analytics for the sole purposes of great internal reports, to using data, analytics and content for multi-purpose diverse uses. Financial institutions should merge offline and online data sources. "Until this is done, the ability to optimize the customer journey will remain dreadful. If the customer profit includes hybrid customer channel information, the likelihood of rationalization of both content and channel will be heightened.