Realising the power of digital maturity to attract and retain customers

Financial services businesses seem to be ahead of the game in understanding the importance of digital maturity, with smaller businesses leading the way. This has been driven mainly by the need to respond to customer demand for online and mobile banking, with smaller companies believing they can react more quickly to digital trends than larger competitors. With the exception of retail, financial services have had to become the most digitally orientated in response to customer demand for easy access to transactions online and via mobile. The good news is that the move to digitise the information flow has proved successful, meaning the majority of financial services companies are on the fast track to digitising other aspects of their business as well as the customer service journey. Yet too many businesses still believe that they have time to catch up digitally – and they may be in for a shock. The big question is; can companies who do not fully embrace digital survive?

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