frost.com The contents of these pages are copyright © Frost & Sullivan. All rights reserved. FINANCIAL SERVICES IN A CHANGED WORLD Is Your Company Ready to Support the New Ways of Working—for Customers and Employees? FROST & SULLIVAN VISUAL WHITEPAPER2 Financial Services in a Changed World CONTENTS 3 The Hybrid Workplace Is Here to Stay 4 Why Financial Services Institutions Must Lead the Way 5 K e y Indu s t r y C h al le nge s , T r e nd s , and W or k fl o w s 6 R e t hink ing H o w E mp lo y e e s W or k 8 Reimagining the Customer Experience 9 Security, Privacy, and Compliance 10 Zoom Case Study 12 Frost & Sullivan’s Best Practices for Selecting a Vendor Partner 13 Helpful Links 3 Financial Services in a Changed World G l o ba l iz a t i o n a n d d i g i

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