Customers of banking, insurance, and capital markets firms have increasingly adopted digital technology as a means of conducting transactions and engaging with their service providers. This trend has been ongoing for years, but it was accelerated at the start of the pandemic when many physical branches closed their doors.

Now, companies have had time to perfect their digital and in-person customer experience initiatives and identify challenges. There are more opportunities to deploy omnichannel solutions that could create a consistent, unified experience for customers, regardless of which channel they prefer.

This report explores how financial services firms have adapted their CX strategies over the past year. It provides comparisons to results from last year’s study to identify key trends in budget allocation, technology prioritization, and more.

Download this report to understand:

• The continued importance of self-service
• The challenges to becoming truly omnichannel
• The value of a consistent call center experience
• The most competitive CX innovations in financial services
• Key recommendations based on our research