Trends in customer experience in 2021 and 2022 were dictated by the COVID-19 pandemic, such as digital acceleration and remote self-service. While these trends are here to stay, financial and insurance brands may pull back in 2023 from more radical personalization or technology capabilities to save costs and also in reaction to consumer concerns, such as security, inclusion, and privacy. Additionally, markets are likely to experience a shift on multiple fronts, affecting organizational experience and firmwide culture.
