Looking back at the predictions and analysis, the areas of focus we highlighted remain highly relevant, but with a few shifts in emphasis emerging.
The industry’s pursuit of digital transformation is unwavering. Some facets of this, such as work to improve data analytics and multichannel delivery, have seen a slight decline in emphasis, but these two priorities remain important to enhancing customer experiences, increasing engagement and driving data-driven decision-making.
Other priorities, like addressing financial wellness, have gained more urgency with banks and credit unions, in response to an increase in consumer demand for advice.
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