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2023 DIGITAL TRENDS — FINANCIAL SERVICES IN FOCUS

This year, financial organisations are banking on meaningful customer relationships.

Based on extensive global research, 2023 Digital Trends — Financial Services in Focus shares the current trends shaping how financial service institutions (FSIs) invest in new ways to engage, advise and support their customers.

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From retail banks to asset management companies, customers want relationships focused on their lifelong financial health.

Customers want their FSIs to move beyond offering just financial services — they want them to function as personal partners and advisors. Successful FSIs are creating digital innovations that deliver the deeply personalised experiences customers are seeking, on and off-line.

Our annual research with Econsultancy uncovers key findings, including:

  • While offering digital experiences that improve customer’s financial health is a top priority for a little over half of FSIs, only 28% say they are actually meeting customer needs.
  • Only 57% of FSI marketing and customer experience professionals are confident in modelling customer behaviours and developing detailed profiles at the individual level.
  • FSI’s progress in 2023 will rest on three transformational pillars that include value-adding innovations, a larger focus on the employee experience and process improvements.

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