Table of Content

Market Overview
Why Financial Services? Why Now?
Financial Services Industry Overview
Financial Services Industry Overview (continued)
Financial Services Industry in the Spotlight
Frontline Workers in the Financial Services Industry
Frontline Workers in the Financial Services Industry (continued)
Digital Transformation in the Financial Services Industry
IT/Telecom Decision Maker Perspectives
Current Stage of Digital Transformation Strategy
Hurdles to Purchasing Transformative Technologies
Top Priorities for Digital Transformation Investment
Digital Transformation Success Measurement
Departments Driving the Adoption of Digital Solutions
Transformative Technologies Investment Factors
Unified Communications, Collaboration and Contact Center Adoption in the Financial Services Industry
IT/Telecom Decision Maker Perspectives
Communication & Collaboration Tools Used Today
Communication & Collaboration Tools Deployment Strategies
Number of Contact Center Agents in the Organization
Type of Interaction Channels Employed
Factors Preventing Contact Centers from Meeting Goals and Objectives
Technologies Used to Improve Contact Center Performance and Workforce Engagement
IT/Telecom Decision Maker Perspectives
Technologies Used / Planned for Frontline Workers
Tools Used Most Often by Frontline Workers
Satisfaction with Technologies Used by Frontline Workers
Factors Preventing Frontline Workers Empowerment
Work from Home and Remote Work in the Financial Services Industry
IT/Telecom Decision Maker Perspectives
Impact of COVID-19 on the Organization
Workforce Working from Home
Percent of Agents Moved to Work-from-home Since the Start of Stay-at-home Provisions
Changes to Remote Agents Post-pandemic
Covid-19 Impact on Technologies for Remote Workers
IT Challenges in Supporting Remote Work
Workplaces and Workspaces in the Financial Services Industry
IT/Telecom Decision Maker Perspectives
Covid-19 Impact on Physical Office Space AND Real Estate
Workplace Evolution over Next Year
Future Investment in Open Offices
Future Investment Plans in the Financial Services Vertical
IT/Telecom Decision Maker Perspectives
Future Investment Prioritization
CX Priorities over the Next Two Years
Key Drivers for Investing in Communication & Collaboration
Vertical Industry Trends
Disruption in the Banking and Insurance Industries
Best Practices in Delivering Value to Verticals and Frontline Workers
Conclusion
Conclusion
Growth Opportunities for Technology Providers
Appendix
Research Objectives
Research Methodology
Sample Distribution—Country
IT/Telecom Decision-maker Survey—Respondent and Organization Profile
Respondent Profile—Decision-Making Authority
Respondent Profile—Familiarity with IT Budget
Respondent Profile—IT/Telecom-Related Purchase Involvement
Organization Profile—Size of Organization
Organization Revenue
List of Exhibits
List of Exhibits (continued)
List of Exhibits (continued)
Legal Disclaimer