Digital Transformation and the Customer Experience: Challenges and Opportunities for the Financial Services Industry
As the financial services industry begins to transition out of Covid-19 pandemic mode, it is increasingly clear that the world to which it returns will not be the one it left behind. Some of the on-the-fly changes undertaken in order to survive will become permanent, having demonstrated their efficiency and effectiveness. New digital ways of doing business embraced by consumers are now the norm. Indeed, customer expectations for digital experiences have only escalated, and firms that fail to keep the momentum going risk alienating those they seek to serve.