Over the last three years financial services sectors have been involved in a necessary but dramatic operational shift with their customers moving from physical to digital channels. To make this conversion possible, these organizations and their IT resources have been laser-focused on customer experience in a digital environment.
However, due to economic conditions and the need to mitigate the risks introduced by the rapid move to digital channels, financial services companies are prioritizing compliance and enhancing cybersecurity. That's not to say that they aren't still pursing strategies around CX innovation or data-driven decision making (among others), but risk management is leading the way – potentially to the detriment of innovation.
In this report, you'll find:
- Financial services organizations plans for tech investments and IT headcount
- The mismatch between companies' tech roadmaps and business priorities – and what they can do about it
- The technologies these companies are focused on and how well the choices align with transformational goals
- How those in the financial services sector view fintechs and insurtechs and plans for partnership