Top Business Priorities Among Financial Services Leaders Have Shifted Throughout 2020 And 2021

Forrester Analytics survey data shows that business priorities among financial services leaders shifted amid COVID-19 but remained relatively unchanged from the beginning of 2020 to the beginning of 2021. During the onset of the COVID-19 pandemic, financial services leaders pivoted their firm’s top priorities to initiatives including reducing costs, accelerating the shift to digital, and improving their ability to innovate. By 2021, they shifted back to priorities like improving the customer experience and their products and services. Revenue growth remained the top priority throughout. This report provides a snapshot of Forrester’s data on shifting business priorities for leaders at financial services firms.