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Is 2020 the year when we finally let go of our unhealthy relationship with cash payments and usher in a new era of financial and digital inclusion? Widespread access to digital and financial services is a cornerstone of a healthy 21st century economy.
Digitalisation was already a key theme in the growth strategies of financial services providers before the global COVID-19 pandemic struck. The need to innovate in response to shifting customer demands around engagement and experience, rising industry disruption from digital-native challenger banks or pivots from major digital-native businesses, and the need to respond to a dynamic regulatory environment has spurred digital transformation and entrenched an innovation agenda across the industry.