The Center for Financial Services Innovation (CFSI) surveyed 659 C-suite leaders at banks, credit unions, insurance companies, retirement companies, payment networks, credit bureaus, and fintech companies.
Real organizational change starts at the top, and the survey was designed to measure how these executives think about their customers’ financial health and to determine what changes they have made to their business models – if any – to reflect this focus on improving customer outcomes. The results show that while improving customer financial health is widely seen as a strategic priority, executives have taken few steps to execute on it. A significant gap remains between awareness and action.
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