This report examines leadership strategy within the banking industry, focusing on the impact of technological changes and evolving customer behavior. The analysis employs a force field analysis to evaluate the influence of technology and customer behavior on banking operations, supported by survey data from UK banking managers. The report further investigates the significance and implementation of action research to address challenges, such as the high costs associated with e-banking. The study considers the positive and negative impacts of these factors on the industry's sustainability, concluding that strategic leadership is crucial for adapting to the rapidly changing landscape. The report uses examples from CAF Bank Ltd and provides a critical analysis of the data collected to support the conclusions.