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The goal of ‘ The Future of Financial Services ’ is to identify how commercial and retail customers are engaging with the financial services industry , where the industry is meeting their needs , and where it is falling short .

The guidance is based on two sources of data :

A survey of 2,250 financial services customers . This included 250 individuals in each of nine countries in April 2022 . By demographic , the respondents were 13 % Gen Zers , 31 % millennials , 33 % Gen Xers and 23 % baby boomers One-on-one interviews with six industry experts The in-depth discussions were conducted with executives in banking , insurance , and wealth management from around the world .

These executives span a range of experience , including :

• General manager of community and business development at a global bank

• VP of business transformation at a major Canadian asset management firm

• Head of infrastructure technology and information security at a global wealth management and insurance provider

• CIO of a US midsize digital-first wealth management firm

• Former head of customer experience strategy at a global insurance and wealth management conglomerate

• SVP of digital delivery and development lead at a midsize EU-based personal and commercial bank �

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