This report discusses the importance of customer experience (CX) in the financial services industry. With customers becoming more willing to switch to competitors due to poor CX, financial services providers must prioritize customer experience to retain customers and create new business opportunities. The COVID-19 pandemic has accelerated the use of technology in the industry, with many pandemic-related changes becoming permanent offerings. The report identifies five CX trends in the financial services industry, including the use of technology to improve customer experience, the focus on sustainability initiatives, and the need for a strong digital foundation. Financial services providers should continue to innovate and develop their services to meet the changing needs of customers.
