The goal of “The Future of Financial Services” is to identify how commercial and retail customers are engaging with the financial services industry, where the industry is meeting their needs, and where it is falling short. Our guidance is based on two sources of data:

1. A survey of 2,250 financial services customers

This included 250 individuals in each of nine countries in April 2022. By demographic, the respondents were 13% Gen Zers, 31% millennials, 33% Gen Xers, and 23% baby boomers.

2. One-on-one interviews with six industry experts

The in-depth discussions were conducted with executives in banking, insurance, and wealth management from around the world. These executives span a range of experience