{"id":5051,"date":"2025-05-21T14:24:00","date_gmt":"2025-05-21T14:24:00","guid":{"rendered":"https:\/\/apadmi.com\/insights\/growing-customer-expectations-in-financial-services-and-how-tech-is-rising\/"},"modified":"2026-07-23T11:29:20","modified_gmt":"2026-07-23T11:29:20","slug":"growing-customer-expectations-in-financial-services-and-how-tech-is-rising","status":"publish","type":"insight","link":"https:\/\/www.apadmi.com\/en-nl\/insights\/growing-customer-expectations-in-financial-services-and-how-tech-is-rising\/","title":{"rendered":"Growing customer expectations in Financial Services, and how tech is rising to meet them"},"content":{"rendered":"<div\n\tclass=\"overflow-x-clip text-on-background flow-root\"\n\t\t>\n\t<div class=\"wrap:grid wrap:grid-cols-[1fr_minmax(0,90rem)_1fr] *:col-2\">\n\t\t<div class=\"flex flex-col items-center-safe gap-18 md:gap-8 block-inset-x pt-64 pb-64\">\n\t<h1\t\tclass=\"uppercase text-36 md:text-64 leading-none font-black text-balance max-w-3xl text-center\"\n\t>\n\t\tGrowing customer expectations in Financial Services, and how tech is rising to meet them\t<\/h1>\n\n\t\n\t<\/div>\t<\/div>\n<\/div>\n\n<div\n\tclass=\"overflow-x-clip text-on-background flow-root\"\n\t\t>\n\t<div class=\"wrap:grid wrap:grid-cols-[1fr_minmax(0,90rem)_1fr] *:col-2\">\n\t\t<img\n\tsrc=\"https:\/\/www.apadmi.com\/uploads\/2026\/07\/abstract-orange-cloud-pattern-1.webp\"\n\talt=\"\"\n\tclass=\"object-cover rounded-16 bg-(--img-avg-color)\"\n\t\t\tdata-brightness=\"light\"\n\t\tstyle=\" --img-avg-color: #FDA619;\"\n\/>\t<\/div>\n<\/div>\n\n<div\n\tclass=\"overflow-x-clip text-on-background flow-root\"\n\t\t>\n\t<div class=\"wrap:grid wrap:grid-cols-[1fr_minmax(0,90rem)_1fr] *:col-2\">\n\t\t<div class=\"block-inset-x group\/bodyCopy flex flex-col mid:gap-y-16 max-w-xl box-content mid:mx-auto pt-64 mid:pt-72 pb-64 mid:pb-72\">\n\t\n\t\n\t\t\t<p class=\"text-pretty w-fill font-bold text-16 leading-minimal sm:text-20 not-first:mt-24 mid:not-first:mt-32\">\n\t\t\tGrowing customer expectations in the Financial Services industry leave many businesses with the challenge of balancing innovation with trust, agility with security and modern experiences with legacy infrastructure.\t\t<\/p>\n\t\n\t\n\t<div class=\"flex flex-col gap-y-24 w-fill mt-44 mid:mt-24\">\n\t\t\n<p class=\"*:link:underline text-16 md:text-18 leading-minimal md:leading-[1.4] text-start\">\n\tIn preparation to attend\u00a0Money20\/20 in Amsterdam, we heard a common theme from leaders across banking, fintech and payments: technology can (and must) be a key part of the solution when it comes to meeting customer expectations.<\/p>\n\n<p class=\"*:link:underline text-16 md:text-18 leading-minimal md:leading-[1.4] text-start\">\n\tAhead of Europe\u2019s leading financial services conference, we took a look at how businesses can optimise customer mobile experience in order to keep up with these growing expectations.<\/p>\n\n<h2\tdata-slug=\"time-spent-on-mobile-is-at-an-all-time-high-make-it-count\"\n\tclass=\"text-balance font-black uppercase text-18 leading-tight sm:text-28 text-start\"\n>\n\tTime spent on mobile is at an all time high &#8211; make it count<\/h2>\n\n<p class=\"*:link:underline text-16 md:text-18 leading-minimal md:leading-[1.4] text-start\">\n\tModern financial customers expect real-time, mobile-first, and hyper-personalised service. Anything less risks frustration or churn, especially when so much time is spent on devices.<\/p>\n\n<ul\tclass=\"[&amp;_:where(ul,ol)]:ml-20 list-outside pl-20 marker:text-icon-accent marker:font-custom-markers list-bullet! text-16\"\n\t\t>\n\t\n<li class=\"pl-16 text-16 md:text-18 leading-minimal md:leading-[1.4]\">\n\t90% of smartphone time is spent in apps<\/li>\n\n<li class=\"pl-16 text-16 md:text-18 leading-minimal md:leading-[1.4]\">\n\t<a href=\"https:\/\/www.capgemini.com\/insights\/research-library\/world-retail-banking-report\/\">75% of financial services customers want easy self-service options<\/a><\/li>\n\n<li class=\"pl-16 text-16 md:text-18 leading-minimal md:leading-[1.4]\">\n\t<a href=\"https:\/\/cxtrends.zendesk.com\/\">72% of users also rate personalisation as \u201chighly important\u201d<\/a><\/li>\n<\/ul>\n\n<p class=\"*:link:underline text-16 md:text-18 leading-minimal md:leading-[1.4] text-start\">\n\tDelivering intuitive mobile experiences that put the customer in control is crucial to meet these needs; from onboarding and KYC to managing finances and getting support. You need to translate behavioural insight into smarter journeys that drive satisfaction and trust.<\/p>\n\n<h2\tdata-slug=\"stop-letting-legacy-infrastructure-hold-you-back\"\n\tclass=\"text-balance font-black uppercase text-18 leading-tight sm:text-28 text-start\"\n>\n\tStop letting legacy infrastructure hold you back<\/h2>\n\n<p class=\"*:link:underline text-16 md:text-18 leading-minimal md:leading-[1.4] text-start\">\n\tMany banks and insurers still rely on complex, outdated core systems, making innovation slow, costly, and risky. These legacy systems are not only frustrating for businesses, but also for end users. Overhauling these systems can feel overwhelming; but modernising doesn\u2019t have to mean replacing everything overnight.<\/p>\n\n<p class=\"*:link:underline text-16 md:text-18 leading-minimal md:leading-[1.4] text-start\">\n\tCreating modular, mobile-first solutions that integrate with legacy systems while enabling new capabilities is one way that many businesses are looking to overcome this challenge.&nbsp; Decoupling the backend and frontend of your app whist implementing new middleware can allow for a temporary solution to quickly improve performance whilst you work on a full product re-build to replace legacy infrastructure.<\/p>\n\n<p class=\"*:link:underline text-16 md:text-18 leading-minimal md:leading-[1.4] text-start\">\n\tThis is something that we have been working on with leading wealth management organisation\u00a0<a href=\"https:\/\/www.apadmi.com\/en-nl\/work\/charles-stanley\" data-type=\"link\" data-id=\"apadmi.com\/en-nl\/work\/charles-stanley\" target=\"_blank\" rel=\"noreferrer noopener\">Charles Stanley<\/a>, who were looking to swiftly improve the existing experience of both their mobile products built on legacy technology. In the meantime, we&#8217;ve also developed a new mobile experience that users will be seamlessly migrated to, allowing Charles Stanley to retire their legacy infrastructure without disruption to users.<\/p>\n\n<p class=\"*:link:underline text-16 md:text-18 leading-minimal md:leading-[1.4] text-start\">\n\tEven if your long-time plan is to launch a new app, you can still find ways to add incremental value to your user experience whether that is embedding identity verification, or rolling out digital payment flows. By delivering secure, customer-facing layers first, firms can create tangible value quickly without full-scale disruption.<\/p>\n\n<h2\tdata-slug=\"trust-must-be-built-with-seamless-thoughtful-experiences\"\n\tclass=\"text-balance font-black uppercase text-18 leading-tight sm:text-28 text-start\"\n>\n\tTrust must be built with seamless, thoughtful experiences<\/h2>\n\n<p class=\"*:link:underline text-16 md:text-18 leading-minimal md:leading-[1.4] text-start\">\n\tIn a sector where trust is critical, poor digital experiences can quietly erode confidence and loyalty.<\/p>\n\n<ul\tclass=\"[&amp;_:where(ul,ol)]:ml-20 list-outside pl-20 marker:text-icon-accent marker:font-custom-markers list-bullet! text-16\"\n\t\t>\n\t\n<li class=\"pl-16 text-16 md:text-18 leading-minimal md:leading-[1.4]\">\n\t<a href=\"https:\/\/techjury.net\/industry-analysis\/app-usage-patterns\/#gref\">70% of users abandon apps that load too slowly<\/a><\/li>\n\n<li class=\"pl-16 text-16 md:text-18 leading-minimal md:leading-[1.4]\">\n\t80% of users delete apps after usability issues<\/li>\n\n<li class=\"pl-16 text-16 md:text-18 leading-minimal md:leading-[1.4]\">\n\t<a href=\"https:\/\/www.abbyy.com\/company\/news\/90-perc-of-companies-lose-potential-customers-during-the-digital-onboarding-process\/\">90% of companies lose potential customers&nbsp;<\/a>during the digital onboarding process<\/li>\n<\/ul>\n\n<p class=\"*:link:underline text-16 md:text-18 leading-minimal md:leading-[1.4] text-start\">\n\tTrust begins at the first tap. Whether it&#8217;s onboarding a new customer, applying for a product, or completing a payment; every digital interaction is an opportunity to build (or lose) confidence.<\/p>\n\n<p class=\"*:link:underline text-16 md:text-18 leading-minimal md:leading-[1.4] text-start\">\n\tHaving worked with a range of financial services brands, we have found the most effective way to reduce drop-off and boost retention is by designing experiences that are fast, intuitive and transparent.&nbsp;<\/p>\n\n<p class=\"*:link:underline text-16 md:text-18 leading-minimal md:leading-[1.4] text-start\">\n\tFor example,\u00a0<a href=\"https:\/\/www.apadmi.com\/en-nl\/work\/chetwood-bank\/\" data-type=\"link\" data-id=\"https:\/\/www.apadmi.com\/en-nl\/work\/chetwood-bank\/\" target=\"_blank\" rel=\"noreferrer noopener\">Chetwood Financial<\/a>\u00a0saw a 99% customer satisfaction rate for onboarding after we designed and delivered a mobile journey that keeps friction to a minimum but still meets regulatory requirements. When users understand what\u2019s happening, and they can move through steps with ease to get value more swiftly \u2014 trust follows.<\/p>\n\n<p class=\"*:link:underline text-16 md:text-18 leading-minimal md:leading-[1.4] text-start\">\n\tAnd it doesn\u2019t stop at onboarding. Features like real-time updates, in-app support, plus personalised insights and content all contribute to making customers feel informed, in control and valued.<\/p>\n\n<h2\tdata-slug=\"regulation-and-compliance-are-only-getting-tougher\"\n\tclass=\"text-balance font-black uppercase text-18 leading-tight sm:text-28 text-start\"\n>\n\tRegulation and compliance are only getting tougher\u00a0<\/h2>\n\n<p class=\"*:link:underline text-16 md:text-18 leading-minimal md:leading-[1.4] text-start\">\n\tFrom GDPR to PSD2 to the EU\u2019s new DORA regulation, the compliance landscape&nbsp; can put a strain on internal resources for many organisations.<\/p>\n\n<p class=\"*:link:underline text-16 md:text-18 leading-minimal md:leading-[1.4] text-start\">\n\tRather than slowing down innovation, building regulatory readiness into every stage of mobile product development can help you keep ahead of evolving regulations. That includes consent frameworks, data controls, and audit-ready documentation that allows you to stay compliant without compromising on user experience or speed.<\/p>\n\n<h2\tdata-slug=\"turning-pressure-into-progress\"\n\tclass=\"text-balance font-black uppercase text-18 leading-tight sm:text-28 text-start\"\n>\n\tTurning pressure into progress<\/h2>\n\n<p class=\"*:link:underline text-16 md:text-18 leading-minimal md:leading-[1.4] text-start\">\n\tWhether it\u2019s helping neobanks scale faster, enabling traditional banks to modernise customer journeys, or supporting FinTechs with high-performance mobile apps; our mobile experts help businesses build products that solve real challenges, strengthen customer relationships, and unlock new value.<\/p>\n\t<\/div>\n<\/div>\t<\/div>\n<\/div>\n\n<div\n\tclass=\"overflow-x-clip text-on-background flow-root bg-orange-500\"\n\t\t\tdata-theme=\"orange\"\n\t\t>\n\t<div class=\"wrap:grid wrap:grid-cols-[1fr_minmax(0,90rem)_1fr] *:col-2\">\n\t\t<div class=\"block-inset-x flex flex-col gap-32 md:grid md:grid-cols-6 items-start md:items-center pt-64 sm:pt-120 pb-64 sm:pb-120\">\n\t<div class=\"row-1 col-start-1 col-end-span-3\">\n\t\t\t\t\t<h2 class=\"text-36 leading-none md:text-44 font-black uppercase text-balance\">\n\t\t\t\tWant to know more about mobile innovation, customer experience or smarter ways to scale?\t\t\t<\/h2>\n\t\t\n\t\t\t\t\t<p class=\"text-16 leading-minimal md:text-24 mt-12\">\n\t\t\t\tWe\u2019d love to hear from you.\t\t\t<\/p>\n\t\t\t<\/div>\n\n\t<a\thref=\"\/en-nl\/contact\"class=\"focus:outline-hidden focus-visible:outline-auto transition uppercase leading-none outline-offset-8 disabled:grayscale disabled:pointer-events-none select-none group relative isolate h-52 rounded-full border border-accent px-40 flex items-center font-semibold justify-center-safe button row-1 col-start-5 col-end-span-2 md:justify-self-end\">\n\t\t\t<div aria-hidden=\"true\" class=\"absolute top-0 left-0 -z-10 flex size-50 items-center justify-end rounded-full bg-accent text-on-accent transition-[width] ease-spring-smooth group-hocus:w-full duration-500\">\n\t\t\t<div class=\"-translate-x-16\">\n\t\t\t\t<svg width='20' height='20' viewBox='0 0 20 20' fill='none' xmlns='http:\/\/www.w3.org\/2000\/svg'><path d='M4.34065 10.829L13.649 10.829L9.58232 14.8957C9.25732 15.2207 9.25732 15.754 9.58232 16.079C9.73801 16.2351 9.94939 16.3228 10.1698 16.3228C10.3903 16.3228 10.6016 16.2351 10.7573 16.079L16.249 10.5873C16.574 10.2623 16.574 9.73735 16.249 9.41235L10.7573 3.92068C10.4323 3.59568 9.90732 3.59568 9.58232 3.92068C9.25732 4.24568 9.25732 4.77068 9.58232 5.09568L13.649 9.16235L4.34065 9.16235C3.88232 9.16235 3.50732 9.53735 3.50732 9.99568C3.50732 10.454 3.88232 10.829 4.34065 10.829Z' fill='currentColor' \/><\/svg>\t\t\t<\/div>\n\t\t<\/div>\n\t\n\t<span class=\"translate-x-20 text-accent uppercase transition ease-spring-smooth group-hocus:-translate-x-20 group-hocus:text-on-accent duration-500\">\n\t\tReach out\t<\/span>\n\n\t<\/a>\n\t<\/div>\t<\/div>\n<\/div>\n\n<div\n\tclass=\"overflow-x-clip text-on-background flow-root\"\n\t\t>\n\t<div class=\"wrap:grid wrap:grid-cols-[1fr_minmax(0,90rem)_1fr] *:col-2\">\n\t\t\t<\/div>\n<\/div>","protected":false},"excerpt":{"rendered":"","protected":false},"author":13,"featured_media":985,"template":"","meta":{"es_utils_meta_schema":"","esPageTheme":"default","esPageBackground":"","footnotes":""},"class_list":["post-5051","insight","type-insight","status-publish","has-post-thumbnail","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.0 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Growing customer expectations in Financial Services, and how tech is rising to meet them &#8211; 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