The white paper Roadmap to Meeting the Trust Imperative in Financial Services explains how trust directly drives revenue, with 93% of highly trusting customers recommending their bank compared to only 39% of low-trust customers. It identifies five misperceptions holding FSIs back: lack of buy-in, technical debt, uncertainty about customer needs, failed self-service, and skepticism about AI. The roadmap emphasizes aligning IT and business priorities, addressing technical debt incrementally, using AI to understand intent, improving self-service through unified indexing, and adopting search-as-a-service to overcome resource gaps. By overcoming these barriers, FSIs can deliver personalized, AI-driven digital experiences that rebuild trust and foster loyalty.

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