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Finance study

Industry monitor for banks and insurers

5 min read

Finance-Studie: Digitale Herausforderungen und Trends für Banken und Versicherungen

How many financial customers are satisfied with the website and app available to them?
34%

At how many banks is individual service perceived as impersonal, despite their efforts?
55%

How many banks cite siloed strategies as a challenge to improving the customer experience?
64%*

Did you know that ...

Our approach

To gather insights and derive practical recommendations for action, we examine and analyse the digital landscape of participating financial companies in three steps:

  • In-depth market analysis: our goal is to gain a holistic, comprehensive view of the market. To do this, our team researches the latest standards and digital offerings in the financial sector. By examining industry activities and evaluating studies, we uncover forward-looking trends and best practices to support you in optimising your digital offerings.

  • Expert reviews: our experts draw on the knowledge gathered from market analysis and assess the competitiveness of your digital services. By comparing against the latest market insights, we can quickly and precisely derive the required measures.

  • User testing: to identify customer needs, we switch perspective in guided user tests. From the viewpoint of different user groups, we uncover strengths and potential areas for improvement.

Take part in the study

Request the current industry monitor

*Source: FT Longitude, the challenges of customer-centric banking

Preview: user centricity instead of „silo thinking“

The current Finance & Insurance industry monitor paints a clear picture of what matters for digital offerings in the finance sector. The industry's “digital champions” put the user at the centre of product development and of their digital strategy. They've broken down internal silos and are backing new solutions: so-called digital experience platforms, which allow all digital channels and offerings to be integrated seamlessly. Instead of confronting customers with many isolated digital services, digital experience platforms let you design holistic customer experiences and tailor your digital landscape optimally to your customers' requirements.

Take part now and gain exclusive insights

By the end of 2025, our team will examine the current state of the market as well as the offerings of leading banks and insurers. If you're a decision-maker in the financial sector, you can apply free of charge to take part in the study.

Besides a conversation, participation includes an analysis of your company's digital activities: our experts analyse your offerings and compare them against benchmarks and best practices. You'll receive exclusive access to the detailed analysis results and further evaluations that are not published in the study.

Take part in the study

Interested in taking part in our next Finance Study 2025? Or would you like to request the current edition? Then feel free to get in touch with us:

Your contact person

How do established banks and insurers fare in the digital world from a customer perspective? How do they hold their own against fin- and insuretech startups, neobanks and the offerings of Big Tech? Where do untapped potentials lie to differentiate themselves and win customers over? 

With our Finance & Insurance industry monitor, we pose and answer these questions. On one hand, our experts analyse customer expectations of digital services across the entire customer journey. On the other, we examine current trends as well as the digital offerings of leading companies in the financial sector. To do so, our experts review the websites and platforms of leading financial service providers and extract trends, best practices and untapped potential in the digital terrain of the finance industry. The best practices we gather, together with concrete recommendations for action, make the industry monitor a practical guide for digital decision-makers.

For the new edition of the study, we're looking for decision-makers from the financial sector as interview partners. Participating companies receive an individual analysis of their digital activities, including differentiation potential versus the competition, as well as an exclusive, extended evaluation of the study results.

Take part in the study