FINANCIAL SERVICES
The best CX is intuitive and flexible , and reassures the user of the need for good friction during onboarding for the important processes in the background that help keep them and their data safe . Banks should engage with their customers in a way they find appropriate and provide flexible and inclusive solutions wherever possible .
One big CX development in financial services is the increasing use of digital identity solutions . Digital wallets are already maturing across markets , including the UK and the European
Union in particular , which is pushing for the adoption of digital identity wallets across its member states by the end of this decade .
The widespread adoption of wallets is viewed as a milestone towards helping businesses , citizens and public authorities conduct secure and seamless electronic interactions .
While the adoption rates of these digital wallet solutions in the UK remain in the early stages , all financial services providers should be ready for the upcoming transition to reusable identities .
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