Service providers are responding to client demand by investing in digital but the opportunity exists to consolidate and automate routine processes and tasks. This challenge has only worsened, as 63% of employees and 64% of clients felt the same in 2020. Over two-thirds of employees (67%) and 72% of clients believe their company uses so many different digital tools and technologies that create bottlenecks and make certain tasks more complex. In 2020, a similar percentage (89%) agreed with the statement.Д¬lients and employees suffer the effects of digital fragmentation, with disjointed service delivery across many tools and channels being a major pain point. 90% of clients agree their preferred method of communication when asking questions about account/business transactions is digitally (via a designated client portal), rather than scheduling an in-person appointment or phone call. Clients demand digital service delivery, even when hybrid and in-person options are available. Key findings around employees and client expectations include:Дigital-first is here to stay.

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