In the United Kingdom in particular, where there is a thriving fintech scene, traditional models of finance management, banking, investment, currency transfer and more are being overturned by a wave of digital upstarts promising to simplify finance. With a digital- and often mobile-first approach, this new brand of financial services companies has changed consumer expectations of finance and banking, and won over customers with the proposition that finance should be accessible, transparent, convenient, flexible, and put the customer first.

In this briefing, we will closely examine the state of customer experience in the financial services industry, looking at who the digital challengers are that are disrupting financial services and what they bring to the table, and how established incumbents are responding to the challenge and innovating on customer experience. We will also consider the customer experience shortcomings of the new wave of fintech challengers, and how established FS brands can capitalise on these by offering the best of both worlds.


  1. Who are the digital challengers disrupting financial services?
  2. How are fintech challengers setting themselves apart on customer experience?
  3. How are traditional financial services brands improving and innovating on customer experience?
  4. How fintechs fall short on CX – and how traditional finance companies could offer the best of both worlds

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