New insight report: rebuilding consumer confidence in financial services & reaping rewards of the trust dividend


Highlights from the FST Media/SAP Roundtable in Melbourne 2019:

Speaking at the FST Media/SAP Roundtable recently, representatives from the banking and insurance industries roundly acknowledged the correlation between customer trust and their companies’ bottom lines, stressing the need for greater investment in initiatives to reaffirm consumer confidence, particularly in the wake of the Hayne Royal Commission (HRC).

A growing trust deficit between established financial services institutions (FSIs) and Australian customers is raising concern that the sector remains ill-attuned to the demands and expectations of consumers, leaving incumbents vulnerable to emerging challengers.

So how can FSIs do customer experience better? Are we ready for Open Banking? And what are some of the lessons from the upstarts?

Download the full report to find out.