The Customer Value Gap: Re-calculating Route

Singapore – Who will close the customer value gap in Financial Services and reap the rewards? Traditional financial services firms will need to accelerate customer value creation or risk conceding an increasing share of customer attention and wallet to other firms, primarily to ‘big tech.’ While financial services incumbents have largely recovered towards relative health ten years on from the financial crisis and conditions have improved significantly, there is a gnawing sense of concern regarding the prospects for future underlying industry growth.

The Report in English, Japanese and Chinese can be viewed and downloaded from the Oliver Wyman website HERE.