Transformation of service models in financial services

The financial services industry is undergoing significant change as client expectations evolve. Today’s clients demand greater personalization, responsiveness, and autonomy alongside seamless interactions that combine digital efficiency with human expertise. At the same time, financial institutions face rising competition, profitability pressures, and resource constraints, prompting a need to rethink traditional service models.

To adapt, many institutions are embracing hybrid approaches, integrating digitalization and cost-to-serve strategies to allocate resources effectively while maintaining customer satisfaction. These shifts enable tailored service models designed to meet the unique needs of diverse client segments, balancing operational efficiency with proactive and reactive sales capabilities.

Join our webinar to explore the findings of our study on these transformations. We’ll present insights into the state of current service models, key trends like digitalization, and strategies for shaping the future, offering practical insights and fresh perspectives on how to adapt to the changing financial services landscape.