The pandemic created a monumental shift from physical to digital by accelerating the natural progress many times over. People have adopted new behaviors that will become habit-forming. Just being digitally developed is not enough to ensure the existence of any financial company. Extreme customer-centricity is becoming a MUST to adapt to the post-pandemic world. 10 digital banking customer experience trends will help you to define the right strategy for the post-pandemic 2021 and beyond.

The unique situation of 2020 has definitely left its mark and accelerated the importance of digitalization and user-centricity more than ever. It has completely shifted the customer behaviors and expectations toward the financial brands, forcing FIs to re-think obsolete ways of operating and doing that expeditiously.

As Microsoft CEO Satya Nadella put it, “We’ve seen two years’ worth of digital transformation in two months.” No doubt this was a hard hit for many businesses, but especially for the finance industry as it clearly wasn’t even partially digitized up to the point when it all happened.