Restoring trust in financial services in the digital era

In recent years, the Australian financial services industry has experienced a series of significant shocks, including rising customer expectations, technological advances, new competition, regulatory challenges, and more recently, the Royal Commission. Now, with the biggest disruption of all, open banking, around the corner, it is a critical time for financial services providers to rethink their strategic priorities. They need to prepare, and do so quickly.

To understand the challenges financial services providers face, Deloitte has been commissioned to examine the key trends which are impacting the financial services industry. To better understand current customer trends, a fresh survey which included 1,005 Australian consumers, was conducted.

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