The Connected Financial Services Report

Amidst economic uncertainty, geopolitical volatility, and rising costs, customer relationships with financial institutions — such as banks, insurers, and wealth managers — are rapidly transforming.

Customers are looking to their financial institutions (FSIs) for guidance on navigating the current economic environment. They also want a frictionless hybrid experience, combining both digital and human interactions, proactive outreach, personalized treatment, and an empathetic human touch — and are receiving mixed results.

While macroeconomic volatility persists, technology, such as generative artificial intelligence, has captivated the world. This research looks at the strategies and challenges taking root amid trends such as the proliferation of customer data and the maturation of artificial intelligence.