Description

Competition and Rising Customer Expectations Spur Customer-Centricity Focus

• The financial services industry is being reshaped by expanding customer expectations
for convenience and personalization―driven by the bar set by BigTech firms such as
GAFA1 ―combined with FinTechs meeting these expectations with agility and an improved
customer journey.

• FinTech firms are earning a reputation for customer-centricity by bridging the gap between
what financial services firms currently offer versus what today’s customers want.

• Four key principles can be used as the foundation to build differentiated customer
experiences: personalization, quick response (speed), relevance, and seamless delivery.