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For many financial-services organizations, rebuilding trust with customers will require a focus on culture—not just compliance. Two forward-looking banks are leading the way.

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In an industry that historically has changed at a sedate pace, big banks have been altering the way they do things at dizzying speed. Facing narrow margins, tighter regulation and wary customers, they are forging new business models, transforming operational processes and re-orienting around service.

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