Not too long ago, customers contended with “banker’s hours.” Getting service meant rushing to the nearest branch before closing times. That old mindset is gradually changing, and banks are facing the same forces of disruption as every other sector challenged by new business models and rising consumer expectations. Competition has changed and can now come from unexpected places — a highly responsive fintech, a digital-only bank, or even a retailer like Amazon, which may soon offer checking accounts.1 This change has given extra currency to a term unheard of in the banking industry 10 years ago: disintermediation.