In contrast to the consequences of change that are equally covering strategy, processes, leadership, company culture, and information systems (Kelly, 1998), most of the triggers and enablers of change can be located in IT (Evans, Wurster, 1999). Although deregulation and globalization also play an im- portant role, the transformation in the financial services example has been largely enabled by new ‘per- sonal’ devices that allow customer multi-channel access to financial services anytime and anywhere, by new standardized software packages, by automatic clearing and settlement mechanisms, by powerful data integration and data mining solutions, etc. The emergence of a new layer of.
