WHITE PAPER Digital Transformation and the Customer Experience: Challenges and Opportunities for the Financial Services Industry Sponsored bySP ONSOR PER SPE C TIVE Even before 2020, the financial services industry was in the midst of profound disruption caused by the introduction of digital natives and new, tech-first business models. So, when the Covid-19 pandemic led to worldwide shutdowns, all financial services providers were forced to offer remote engagement options to their consumers not only in direct-to-consumer payments but also in small-business customers for business-to- business payments—whether or not they were prepared to do so. In parallel, an industry that has traditionally been leery of virtual work environments due to data privacy and regulatory concerns w

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