Predictions for the financial services industry in 2024 including customer demands for higher interest rates, challenges and opportunities with open banking, the need for investment firms to improve mobile investing apps, and the ever-evolving banking industry
Customers will shift deposits to challengers and FinTech companies offering higher interest rates.
Traditional financial firms should focus on underserved audiences and create inclusive products for personalized experiences.
Deep dives
Shift in Deposits and Customer's Primary Banks
The podcast predicts that there will be a shift in deposits as customers seek higher interest rates on savings. Incumbent banks globally are not passing on higher interest rates to customers, creating an opportunity for challengers and FinTech companies to attract customers with better rates. For example, Apple Card offers a high yield savings account that has already attracted over $10 billion in deposits since its launch. This shift in deposits will empower customers to vote with their feet and move away from their primary banks in search of better rates.
Focus on Niche Journeys and Differentiation
Traditional financial companies are expected to focus on underserved audiences and build more inclusive products and services to meet specific needs. This includes providing services for individuals with disabilities or addressing specific life events such as divorce or death. Banks struggle to create personalized experiences for customers, which gives an advantage to challengers and fintech companies that can offer tailored solutions. Customers may initially be attracted by higher rates, but it is the quality of the customer experience that will ultimately determine their loyalty.
Open Banking and Value Creation
Open banking is seen as an opportunity to empower customers with access to their data and create personalized services. While there have been concerns about data privacy and competition, open banking can lead to the creation of new valuable services for customers. However, it will require banks and fintechs to effectively manage customer experience ecosystems and address customer worries about data privacy and support. The ability to deliver value-added experiences will be critical in retaining customers in an environment where they have more choices.
Improving Mobile Investing Apps and Bond Access
Mobile investing apps need to enhance their capabilities to allow investors to buy fixed income securities. Currently, there is a lack of functionality and ease of use when it comes to bond investments within mobile apps. As interest rates become more attractive, customers are seeking opportunities to invest in fixed income instruments. Investment firms will need to improve the mobile experience and provide comprehensive access to bonds, similar to what is already available for stocks. Failing to meet customer expectations in this area can result in a disappointing experience and potential loss of customers.
Every year, Forrester looks to the future to predict what we think will happen across industries, geographies and technologies. In this episode, VP, Research Directors Oliwia Berdak and David Hoffman join us to talk about where they see the financial services industry heading in 2024.
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