Customer journey transformation: The customer experience of the future is personalized, digital and human-centered

in partnership with

Ernst & Young

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01/12/2021 Study

Our survey and subsequent report focuses on understanding where financial services organizations are today in their digital transformation, and how they are navigating changes in customer behavior and expectation.

The first section of our report details how customer expectations of online and digital experiences are being heavily influenced by nonfinancial services brands and digital disruptors.

We then move on to focus on the importance of leveraging today’s transformation cycle to deliver next-generation customer experiences.

The third section of our report highlights the importance of deploying technologies that enable products and services to flex to customer needs.

Finally, in our final section, our report focuses on how we see talent as a strategic enabler of customer journey transformation.

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