Financial services are rethinking digital engagements. B2B decision-makers embrace digital self-service because it's no longer a supporting element of sales but a critical enabler.

When it first started, the COVID-19 pandemic forced the financial services industry to make rapid changes to the way it serviced customers. For example, many financial organizations quickly implemented online forms to proactively support their customer needs, while keeping people safe at home. After responding and reacting to those immediate needs, financial services firms are now busy rethinking and adapting to a new and predominantly digital economy.