A new white paper by Harvard Business Review Analytic Services outlines how financial services firms will need to continue building out and coordinating digital delivery channels to keep pace with consumers’ rising expectations. The pandemic presented the need for consumers to rely on technology, prompting many financial institutions to accelerate their digital transformation efforts. Hence, a new digital reality has emerged as the world takes the road to recovery after COVID-19. In the financial services industry, digital capabilities have become pivotal to meet and address the changing expectations and needs of consumers. Digital is here, and it’s here to stay. For financial services firms, the importance of digital adoption has never been evident, and so is the need to ensure optimal customer experience. As consumers acquaint themselves with what digital could do for them, their wants and expectations continue to rise—they expect frictionless digital experiences and state-of...
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