Informe técnico

The Future of Retail Financial Services

A global study of 500 senior banking and insurance executives by Cognizant, Marketforce, and Pegasystems

Customer demands are overthrowing established business models and fueling disruption. Banks and insurance companies must change how they operate to emerge on the winning side or find the world has moved on without them. Our global survey shows organizations are working to stay current but remain adrift of many key innovations.

The survey’s key findings show a sector alert to the challenges and opportunities of ongoing digital disruption but aware that legacy constraints and a risk averse culture mean they are trailing innovation pacesetters in fintech. Increased collaboration between incumbents and fintech will be essential to ensure the best ideas get the capital, scale and speed-to-market to continue to delight customers.


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