The 2022 report on digital opportunity in financial services reveals that consumers now expect seamless, 24/7 app-based banking with personalization, security, and unified access to all accounts. 84% consider mobile apps critical, especially if they’re always available and easy to navigate. Trust hinges on security and reliability, particularly for older users. ESG commitments matter to 81%, especially younger demographics. Consumers seek responsive, digital-first institutions, but 87% still value physical branches. Nearly half say providers aren’t listening to their needs, highlighting the importance of observability and full-stack visibility to enhance customer experience.

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