It would seem so. In fact, I do believe that some businesses and institutions like banks and gov depts [in UK] have had a Damascene moment or period. Some years ago somewhere in the high management of these companies the question was asked “For whom does this business/department exist?” The answer turned out to be ‘the client/customer’, of course.
And from that moment on, the entities that understood this changed their attitude from “This job would be great if it wasn’t for the bloody customers” to “How can I be of help?”
I cannot fault the service I get on the phone from Lloyds. Their mobile app is a model of slickness and utility.
I can’t speak for other banks, except Santander UK and SP both have poorly designed, rather clunky phone and online facilities and their staff are hampered by that, be they ever so willing to try to help. I gave up on Santa because of this. M
My experiences with Barclays and NatWest, years ago in the days of branch managers, were dismal.
When ny father died, my mother and I sat in the manager’s office to arrange the closure of his account and the transfer of all D/Ds to her a/c. He closed her account and my father’s account, frozen by law, remained extant. I wrote to Barclay’s CEO. The manager was sacked.
Ironically, the CEO of Barclays PLC was also sacked, not long after … 
And, from a very low base, the CS of DVLA and HMRC have both been transformed. I’ve had a spate of dealing with both those depts in the past couple of months. Their attitude was one of friendly [but not gushing] engagement and helpfulness. It didn’t used to be like this. It’s great and we are all the better for it.
The horror stories or just plain frustration with banking or bureaucracy in France, described by SF writers, is a reflection of the fact that this ‘customer facing’ improvement in attitude has not yet dawned on French institutions. A banking pal [French] says that HSBC stands for ‘How Simple Became Complicated’. It is the case that the ‘Latin’ countries are deeply suspicious of the Anglo-Saxon way of doing things.
All entrenched bureaucratic systems believe, to some degree, that they exist to serve themselves. This is certainly the case in Spain, where I am a.t.mo.
cheers.