Here is the executive summary of the Future of Financial Services Institutions (FSI) report, highlighting FSI customers’ wants and needs: Here are my key takeaways from the FSI report: The future of financial services is clearly digital. The battle for customer loyalty and advocacy is based on the customer experience. Speed, personalization and intelligence (relevance and precision) are keys in a digital-first economy. Welcome to the trusted experience-led economy – this is the future of financial services institutions. Today, 88% of customers say the experience a company provides is as important as its product or services – up from 80% in 2020. And to improve the customer experience, FSIs must start with the employee experience. Investing in automation, AI-powered CRM and mobile apps, digital marketing and self-service tools like chatbots and digital advisors is how FSIs can stay competitive and relevant, creating personalized value at the speed of need. To learn more about the Future of Financial Services Report, you can visit here.
