Tech Industry

Digital Services: Building A Foundation For User Experience

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Executive Summary

Digital services encompass the online and increasingly mobile interactions financial institutions have with their customers. The next wave of digital services are being developed and deployed by leading financial institutions, and increasingly, by start-ups offering new financial tools. The early stages of this transformation are already becoming visible as financial institutions begin to invest in next generation digital services. Financial institutions have a very small window that they can use to upgrade their digital services. Customer expectations are high, and they are shifting balances now due to the financial crisis.

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