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The state of consumer experience in the financial services and insurance industry

Financial service companies in Asia Pacific (APAC) have been hugely disrupted in the last 5 years, with the rise of Fintech and the evolution of consumer expectations. At the center of this change is an ‘experience transformation’.

Focusing on experience is how financial services and insurance  providers will win today and in the future. To help you succeed in this new environment and identify how expectations are changing in the FSI industry across APAC, Qualtrics spoke with consumers in the region to understand how they rated their current experiences, how their behaviours have changed, and what providers can do to deliver better experiences.

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  • The extent to which people are willing to switch providers, even when satisfaction is high
  • The key services, products, and experiences driving consumer satisfaction
  • How digital is influencing the experiences and engagements people want
  • Expert advice to design and improve your user experience

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