Consumers Are Showing More Interest In Using Technology For Financial Services

US consumers are showing more interest in using technology for financial services activities. Since 2018, the level of interest among US online adults in using video and voice to do various banking, insurance, and financial services activities increased. Video chatting with a financial provider, insurance agent, or financial advisor had the most significant increase in interest, which likely reflects the shift to remote services, like financial advising, during the pandemic. This report provides a snapshot of Forrester’s data on US online adults’ increasing level of interest in using technology to interact with their financial services providers.