One of the major trends reshaping the financial services market is the way that clients’ behaviour and expectations are changing as a result of the digital revolution. People are heading online to research complex financial services products such as pensions or investments and some are comfortable purchasing online.
And they also expect to be able to view and manage their financial products – bank accounts, mortgages, investments, insurance – in one place. Having become used to Amazon, Uber and Netflix, clients want a more personal and mobile experience. Branches and financial advisors still have an important role to play, but clients also want digital convenience at their fingertips. The desire for a more digital experience is no longer limited to the so-called tech-savvy or younger generations.