As COVID-19 continues to impact businesses around the world, financial service brands are adjusting their focus to keep pace. With in-person interactions now limited, consumer behaviour has shifted significantly: they're going digital. Cashless transactions and other online services are flooded with new users. Companies are now realising that customers' only interaction with their brand is digitally, and they need to make it count.
In one of its latest COVID-related reports, Epsilon, Publicis Groupe’s interaction management arm, outlines four key themes affecting Financial Services:
The report also looks at the effect of the pandemic on the transformation of bank branches:
While before contactless currencies were a “nice to have”, Epsilon’s financial services experts predict that this will be the next default:
The paper also includes some notable examples of financial brands reacting well during the pandemic. You can read the full report here: