Trends in financial services

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      <subfield code="a">The global pandemic forced in-person interactions online, seemingly overnight - and many FSIs have struggled to keep up with the pace of change. An analysis of our 2019 and 2020 data shows the customer experience suffered in response. FSIs focused on long-term growth have taken concrete steps to expand services, hyperpersonalize interactions, and emphasize financial wellness to close this CX gap. This research shows what growth-oriented FSIs are doing to set themselves up for long-term success, and how new technologies like autonomous finance Will factor in.</subfield>
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