The pandemic accelerated customers’ use of digital channels. And while FS leaders are increasing their digital investments to meet these customer needs, they still struggle to serve digital customers’ complex needs – like planning for a significant event or handling an unexpected situation. Sixty percent of digital retail banking customers reported a high-quality experience when receiving help with their daily finances. But just 53% of them reported a high-quality experience when receiving help with a significant event or an unexpected situation, respectively. Gartner has identified several self-service strategies that reduce cost and effort in customer journeys.