The established order in financial services is increasingly under pressure as customer behavior is increasingly driven by usability and benefits of the services rather than by loyalty to the incumbent institutions.
Banking and insurance services will be needed for the foreseeable future. Yet the way they are consumed, as well as the organizations delivering these services (Apple Pay, peer-to-peer lending, embedded finance, … only to name a few) undergo continuous change.
Increasing regulatory requirements and decreasing margins, as well as disruptors such as BigTechs, FinTechs and InsurTechs, further challenge the institutions at their core. This demands that traditional financial institutions swiftly enhance their flexibility and speed to adaptation, both in terms of process and technology maturity, as well as in business, cultural and governance perspectives, in order to remain competitive, secure the client and revenue base, while simultaneously reducing costs.
The speed of change is difficult to foresee. Analogous to other industries, it is however fair to anticipate an exponential evolution of the disruption. The challenge is to be prepared; the art is to find the right path between being a laggard and a pioneer.