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The Future of Retail Financial Services

Insights from a global study of 500 banking & insurance executives

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FUTURE OF RETAIL FINANCIAL SERVICESA Customer Revolution is UnderwayIncreased customer expectations are overthrowing established business models and fueling disruption. Banks and insurance companies must change how they operate to emerge on the winning side or find the world has moved on without them.

In January 2016, Pegasystems in conjunction with strategic partner Cognizant and Marketforce, published a study exploring how prepared organizations are to operationalize around the following areas:

The study’s key findings show a sector alert to the challenges and opportunities of ongoing digital disruption but aware that legacy constraints and a risk-averse culture mean they are trailing innovation pacesetters in fintech. Increased collaboration between incumbents and fintech will be essential to ensure the best ideas get the capital, scale, and speed-to-market to continue to delight customers.

The following slides showcase the key findings from the study.

Omni-channel Customer Experience The Internet of Things The Future of Personalisation

The Future of Customer Service Blockchain: the Next Big Disruptor? The Innovation Imperative

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You’ve had a taste of the findings, now download the full results:

www.pega.com/future-of-finance

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