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.
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.