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Trends

How Customer Experience for the Financial Services Industry Has Changed Since the Pandemic

Whenever a catastrophe strikes, like a stock market collapse, a recession, a war or a pandemic… people run to their banks. In times of uncertainty, the instinct is to batten down the hatches, protect your assets and deal with those you can trust. One example is how people hoard cash despite relief programs designed to encourage spending. During a pandemic, people want to be close to their money, while keeping their distance from brick and mortar banking. As a consequence, financial institutions are forced to accelerate their digital products and services at warp speed.
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