Abstract. In the first part of this paper we realise a brief introduction of the changes and challenges that transformed the society and the banking sector, eight years after the beginning of the financial and economical crisis. In the first part we emphasize some of the most relevant trends and their role and impact in shaping the banking industry, post financial crisis. Digitalisation, regulations, customers are changing the banking business model, creating also new opportunities for banks. The second part of the paper presents the main pillars of a new and sustainable banking model, providing valuable insight into the latest topics and questions from the industry. The society changed due or via the technological wave, we insist on the strategic importance of choosing a balanced mix of ingredients when designing and implementing a new banking model, in a sustainable manner.

Keywords: banking model, digitalisation of financial services, credit deleveraging, NPLs, customer behaviour, regulations, Fintechs, communication systems.