Skip to main contentClick to view our Accessibility Statement or contact us with accessibility-related questions.
Businesswoman sitting outside with a laptop

Customer expectations of the financial services industry are evolving. Are you?

The COVID-19 pandemic has dramatically changed customer behaviour and expectations of banking and insurance, creating a heightened sense of urgency to digitise, protect data and manage risk. But as with any change, digital transformation can be disruptive and challenging.

The rapidly assembled banking and insurance solutions that were “good enough” mid-pandemic must be reimagined to drive a better, more satisfying customer experience in a steadier state. It’s all about balancing digital advancement with the human interaction customers still want, and making change in strategic ways that allow you to disrupt your market and not your organization, so you can lead and not lag.

What if you could stay ahead of change and keep in step with your customers?

To help financial services organizations better navigate evolving customer needs and expectations, Xerox commissioned Forrester Consulting to evaluate the current state of digital transformation and the future of the banking and insurance industries.

The results of the online survey, with 150 respondents at the Director, VP or C- level, were extremely insightful. Key findings include:

  • A gap exists between financial service firms’ perception of customer preferences and what customers actually want.

  • 75% of respondents believe customers prefer to be engaged via automated digital methods, but only 38% of customers actually prefer this digital-only option.

  • Exactly what those customer preferences are and how to meet them.

  • Firms are balancing better end-to-end customer experience with robust rebuilding for business continuity and resilience.

  • Security and staffing are hindering digital transformation.

Get the full story.

The future of banking and insurance starts now, and the next steps in navigating digital transformation and consumer behaviour are critical. We’re here to help you get and stay ahead — step by step, outcome by outcome and win by win.

Download the Forrester Study and access strategic insights and clear recommendations to help you drive digitization, efficiency and a better, more holistic customer experience.

Fill out the form below to access the Forrester Study

Thank you for your interest. Download PDF.

Man and woman filling out health insurance form on clipboard. The table in the background has a tablet, coffee cup, and another clipboard.

Technology and Services for Banking and Insurance

The tools you need to advance your digital transformation and meet evolving customer expectations.

Related Articles

  • man typing on laptop keyboard

    Banking Digital Transformation Infographic

    Banks, insurers, and other financial services firms need to adjust to new customer expectations. Learn more about the state of digital transformation and the future of the banking and insurance industries.

  • A bank teller helping someone fill out forms.

    Information redesign banks client £270,000 in cost savings

    Discover how Xerox transformed operations for a UK merchant banking group, expertly automating and optimizing their workflows to achieve enhancements in efficiency and performance.

  • mail letters stack on desk

    We helped an insurance giant save £6,000 per month

    See how Xerox assisted one of the world's largest insurance brokerage significantly lower their printing and postage costs.

  • Aerial view of a bridge in Brazil

    Bradesco Accounts Payable Success Story

    See how one of Brazil’s largest banks used Xerox® Accounts Payable Services to streamline processes, automate payments and create a more sustainable solution by eliminating paper forms.

  • Women shaking hands.

    From days to minutes – how Xerox services shortened the credit granting process

    See how a major player in retail financing used Xerox's automation to increase efficiency and prevent fraud.

Share