After three straight years of unprecedented uncertainty, consumers have shown extraordinary resilience by converting to a digital-first lifestyle without missing a beat.

In this 2022 global survey of financial services customers, we heard one thing loud and clear. They want intuitive, personalized experiences that emphasize their overall financial wellbeing. Maybe that’s no surprise, but time is running out for firms to invest in experiences that keep customers happy and loyal.

Due to the complexity of interactions, insurance has been one of the slower sectors to adopt digital transformation. However, our research shows that customers are increasingly willing to switch to digital-first newcomers due to ease of use and onboarding.

Read the Future of Financial Services to learn industry trends and see the reasons behind why 33% of insurance customers who switched providers cited a digital interface as their primary reason.