While digital transformation had been a focus within the industry for nearly a decade, 95% of financial services decision-makers agree the pandemic hastened their organization’s digital communication transformation effort—and by an average of nearly six years.

This newfound urgency for incumbents places unprecedented importance on digital channels, products, and services to not only serve existing customers but also attract new clients. With the growing uncertainty of the pandemic’s long-term impact, financial services brands need the flexibility to meet expectations and scale. The transforming economic environment is an opportunity for financial services organizations to reinvent how they connect with their customers.

A focus on building a resilient infrastructure means implementing operating models that help establish consumer trust and increase efficiencies. This—on top of preexisting customer expectations, which take their cues from fintech and BigTech—demands financial service organizations provide convenience, personalized service, and a seamless experience across preferred channels.

Leaders across insurance, wealth management, and banking share the common goals of ensuring compliant communications, building customer trust, empowering their workforce, and delivering omnichannel, personalized communication. In this e-book, you’ll learn how financial services can use Twilio’s customer engagement platform to accomplish all of them.