Its ability to guide, to search and to respond to people is vital, so personalisation is important.I will give members one little insight into how we may be making wrong assumptions about people’s relationships with technology. I worked in technology in the Bank of Scotland for 30 years. When we introduced our first cash dispensers in 1980—my brother had developed them for the Royal Bank of Scotland three years earlier, so I was behind him—we found that people would stand in the rain to queue for a cash dispenser rather than go into a bank branch.