Published: 08 January 2024
Digital channels are suited for enabling customers to manage day-to-day finances, but customers expect digital solutions even when handling complex and unexpected situations. Financial services leaders can use this research to bridge the gap between digital capabilities and customer expectations.
Digital investments are accelerating, but most of the digital efforts in the financial services industry have centered around helping customers manage their day-to-day finances through self-service capabilities.
Customers are increasingly using digital channels for all kinds of financial needs and are more likely to reward firms when they can successfully use digital channels to plan for significant events and navigate unexpected situations. However, digital channels often fall short in such scenarios.
To meet emerging customer expectations today, leaders must shift their digital channel strategy from enabling easier self-service for episodic transactions to helping customers achieve their broader life goals.
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Analysts:
Financial Services Business Leader Research Team
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