The COVID-19 seismic wave has caused a profound disruption in all areas and sectors, including banking. In these turbulent times, the sector has gained the confidence of customers by managing the crisis effectively. It has been able to respond to the mandatory measures imposed during the state of alarm by optimising remote services, meeting and implementing customer needs and ensuring efficiency in the provision of its services. The three key areas that financial institutions have followed in order to respond effectively to the current crisis have been: establishing strong liquidity and financing mechanisms, ensuring that the measures reach customers who really need them; underpinning risk management well, solving any security problems and, thirdly, developing compliance mechanisms that continuously assess the bank’s risks and commitments. The pandemic has accelerated the digital trend and forced banks to act differently and anticipate customers’ needs. Artificial Intelligence, Interactive Learning and other practices have helped to implement banking strategies and improve their predictive perspectives and efficiency. Digitalisation is no longer an option but a duty. The secret of the sector’s success and survival lies in resilience and the ability to meet customers’ needs by anticipating risks and effectively managing their decisions. In the new normality, banks must review their short, medium and long-term continuity plans and also ensure integrated management and control in the cyber security, payment, liquidity or credit processes.