If Head gets his way, smile will change the very core of the relationship between a customer and his or her bank. He wants nothing less than to change a collective frown to a smile. The one right answer does not exist. If it does exist, something new will invalidate it shortly. If you think your idea is new then you are deluded.
Success is rapid, quality execution.
You need good and committed people who can learn on the job together. Plan out what to do but do it very quickly. Things change too quickly. Get off the bleeding edge if you can and get to proven technologies. Be open to change the model you are using at any time.