Trends Report

Financial Services Firms Must Push Beyond Their Traditional Boundaries To Address Customers’ Broader Needs

October 28th, 2019

Summary

Financial services firms must analyze customer journeys in order to better understand customer needs and find a better way to deliver value via partner ecosystems. The home-buying process is a popular area for financial service firm involvement. DBS offers travel and transport services, such as booking a holiday or buying a car, to its customers. Ping An uses mobile apps to drive customer affinity before upselling insurance products. Many providers, including Barclays and Revolut, are addressing the needs of small and midsize business customers as well.

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