The State of the Financial Industry—The Customer Value Gap: Re-Calculating Route


This is a report about people, their financial stress, and possible solutions to relieve that stress. Although the global mass market is used as an example throughout this report, the core messages and approaches apply across all of financial services. Anywhere customers are served, customer value gaps can emerge and better solutions can be crafted to fill them. The affluent, small businesses, commercial, and corporate clients are all affected by the same trends. And the financial services firms will need to accelerate customer value creation or risk conceding an increasing share of customer attention and wallet to other firms, primarily to ‘big tech.’

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