The financial services industry has spent 2020 in a storm. There is some sunlight on the horizon, however firms are still very much in the eye of the storm and are spending time assessing the impact. Leaders are finding many of their businesses haven’t just survived, they have performed with resilience and can thrive in the new landscape.

The pandemic has not only sparked a seismic shift for financial institutions, but their clients alike. We have seen an acceleration in digital appetite from clients, directly leading to greater demand to new channels and a more personalised service. This increase is again attributed to necessity where customers needed access to products and services that their traditional route could not deliver given the circumstances.

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