The COVID-19 pandemic has definitely changed consumers’ financial preferences and behaviours. In the KPMG’s global survey, the stated preference of surveyed customers to conduct daily transactions digitally increased to almost 90%, regardless of the age group surveyed, and 30% of customers have increased their frequency of use of digital channels and plan to maintain it in the post-COVID-19 era. At the same time, customers expect more and more advanced personalisation of financial services and are paying far more attention to the value they receive and the fees they pay.
In response to these trends, during the panel (and after a presentation by a KPMG expert), we will discuss a cross-cutting perspective on the opportunities and challenges of the financial sector:
- How to manage customer experience in the post-COVID-19 era?
- How might the Value Proposition of the financial sector change post-pandemic?
- How will the distribution model change and in which direction are the omnichannel solutions heading to meet the customer’s needs? How to carry out the digital migration of customers?
