Pandemic exposes the expectation gap between clients and financial services
Covid-19 brought home the need to make clear what providers and products can and can’t do
SA’s financial services sector is fast-paced and experiences rapid change when necessary. This pace was accelerated for financial services providers and those regulating them during Covid-19, as the pandemic emphasised the importance of having the ability not only to adapt and respond but also to study the emerging trends driving the need for agility.
The operational resilience of the financial sector was put to the test through Covid-19 and the sector responded impressively. Many organisations had been considering moving to a new world of work, relying on remote capability for some time, but could not pull the trigger on implementation. Covid-19 and the subsequent lockdown created an urgency for this implementation and the move to remote working was implemented even better than anticipated...
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