{"id":549869,"date":"2021-03-04T12:21:00","date_gmt":"2021-03-04T12:21:00","guid":{"rendered":"https:\/\/www.capgemini.com\/gb-en\/?post_type=research-and-insight&p=549869"},"modified":"2025-03-11T08:55:26","modified_gmt":"2025-03-11T08:55:26","slug":"after-the-covid-19-vaccine-what-will-define-success-in-the-financial-services-new-normal","status":"publish","type":"research-and-insight","link":"https:\/\/www.capgemini.com\/gb-en\/research-and-insight\/after-the-covid-19-vaccine-what-will-define-success-in-the-financial-services-new-normal\/","title":{"rendered":"After the COVID-19 vaccine\u2026 What will define success in the financial services new normal?"},"content":{"rendered":"\n
\"\"<\/picture><\/div>
<\/div>
Financial services<\/span><\/div><\/div><\/div>

After the COVID-19 vaccine\u2026 What will define success in the financial services new normal?<\/h1><\/div>
<\/div><\/div><\/div><\/div><\/div><\/header>\n\n\n\n
\n

As the COVID-19 pandemic casts its long shadow over yet another year, we are forced to accept that the new normal is here to stay. That\u2019s why the Capgemini Research Institute is continuing its series of research notes with pragmatic guidance on how organisations can take action on the things that matter. <\/p>\n\n\n\n

In April 2020, we looked at how the pandemic was changing customer behavior in the financial services industry. Now, we wanted to understand more about these emerging and long-term trends. That\u2019s why in November 2020, for our latest research note: After the COVID-19 vaccine\u2026What will define success in the financial services new normal?, <\/em><\/strong>we spoke to 11,000 consumers from 11 countries and analysed the views of 1,000 senior executives (May\u2013June 2020) to understand how customer sentiment is evolving and how firms can succeed while they continue to support and reinforce the world\u2019s social and economic fabric.<\/p>\n\n\n\n

We found that although consumers are using digital channels more, they still consider physical channels to be significant. In fact, 40% made an in-person visit to a bank or insurance branch once lockdown restrictions were eased. At the same time, they are focusing on well-being and financial stability and looking for new modes of interaction, for instance robo-advisory. Finally, consumers are becoming more mindful of sustainability; nearly half would invest in assets with a positive societal impact despite lower returns. Financial services organisations should heed their customers\u2019 needs by adopting a more data-driven and fully digital personalised approach and by identifying new opportunities to make their mark in the post-COVID-19 world.<\/p>\n\n\n\n

As we navigate this unprecedented crisis together, we hope that these research notes offer compelling insight into the new normal in a post-COVID world. For more information, contact us.<\/a> Most importantly, be well and focus on what matters to you.<\/p>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":103,"featured_media":549871,"template":"","meta":{"cg_dt_proposed_to":[],"cg_seo_hreflang_relations":"[]","cg_seo_canonical_relation":"","cg_seo_hreflang_x_default_relation":"{\"uuid\":\"baf379ce-07a7-4299-9248-a60602b3c8ae\",\"blogId\":\"\",\"domain\":\"\",\"sitePath\":\"\",\"postLink\":\"\",\"postId\":null,\"isSaved\":true,\"isCrossLink\":false,\"hasCrossLink\":false}","cg_dt_approved_content":true,"cg_dt_mandatory_content":false,"cg_dt_notes":"","cg_dg_source_changed":false,"cg_dt_link_disabled":false,"footnotes":"","related_resource_url":"","related_resource_id":0,"related_resource_size":"","related_resource_type":"","cg_author":0,"_yoast_wpseo_primary_theme":0,"primary_term":"","featured_focal_points":""},"tags":[],"research-and-insight-type":[41],"theme":[],"brand":[],"service":[],"industry":[],"partners":[],"content-group":[],"class_list":["post-549869","research-and-insight","type-research-and-insight","status-publish","has-post-thumbnail","hentry","research-and-insight-type-cri-report"],"yoast_head":"\nAfter the COVID-19 vaccine\u2026 What will define success in the financial services new normal? - Capgemini UK<\/title>\n<meta name=\"description\" content=\"As the COVID-19 pandemic casts its long shadow over yet another year, we are forced to accept that the new normal is here to stay.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.capgemini.com\/gb-en\/research-and-insight\/after-the-covid-19-vaccine-what-will-define-success-in-the-financial-services-new-normal\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"After the COVID-19 vaccine\u2026 What will define success in the financial services new normal?\" \/>\n<meta property=\"og:description\" content=\"As the COVID-19 pandemic casts its long shadow over yet another year, we are forced to accept that the new normal is here to stay.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.capgemini.com\/gb-en\/research-and-insight\/after-the-covid-19-vaccine-what-will-define-success-in-the-financial-services-new-normal\/\" \/>\n<meta property=\"og:site_name\" content=\"Capgemini UK\" \/>\n<meta property=\"article:modified_time\" content=\"2025-03-11T08:55:26+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2022\/05\/DotCom_Banner_1200x350-1-1-8.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1200\" \/>\n\t<meta property=\"og:image:height\" content=\"350\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"1 minute\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.capgemini.com\/gb-en\/research-and-insight\/after-the-covid-19-vaccine-what-will-define-success-in-the-financial-services-new-normal\/\",\"url\":\"https:\/\/www.capgemini.com\/gb-en\/research-and-insight\/after-the-covid-19-vaccine-what-will-define-success-in-the-financial-services-new-normal\/\",\"name\":\"After the COVID-19 vaccine\u2026 What will define success in the financial services new normal? - Capgemini UK\",\"isPartOf\":{\"@id\":\"https:\/\/www.capgemini.com\/gb-en\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/www.capgemini.com\/gb-en\/research-and-insight\/after-the-covid-19-vaccine-what-will-define-success-in-the-financial-services-new-normal\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/www.capgemini.com\/gb-en\/research-and-insight\/after-the-covid-19-vaccine-what-will-define-success-in-the-financial-services-new-normal\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2022\/05\/DotCom_Banner_1200x350-1-1-8.jpg\",\"datePublished\":\"2021-03-04T12:21:00+00:00\",\"dateModified\":\"2025-03-11T08:55:26+00:00\",\"description\":\"As the COVID-19 pandemic casts its long shadow over yet another year, we are forced to accept that the new normal is here to stay.\",\"breadcrumb\":{\"@id\":\"https:\/\/www.capgemini.com\/gb-en\/research-and-insight\/after-the-covid-19-vaccine-what-will-define-success-in-the-financial-services-new-normal\/#breadcrumb\"},\"inLanguage\":\"en-GB\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/www.capgemini.com\/gb-en\/research-and-insight\/after-the-covid-19-vaccine-what-will-define-success-in-the-financial-services-new-normal\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-GB\",\"@id\":\"https:\/\/www.capgemini.com\/gb-en\/research-and-insight\/after-the-covid-19-vaccine-what-will-define-success-in-the-financial-services-new-normal\/#primaryimage\",\"url\":\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2022\/05\/DotCom_Banner_1200x350-1-1-8.jpg\",\"contentUrl\":\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2022\/05\/DotCom_Banner_1200x350-1-1-8.jpg\",\"width\":1200,\"height\":350},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/www.capgemini.com\/gb-en\/research-and-insight\/after-the-covid-19-vaccine-what-will-define-success-in-the-financial-services-new-normal\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Research & insights\",\"item\":\"https:\/\/www.capgemini.com\/gb-en\/research-and-insight\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"After the COVID-19 vaccine\u2026 What will define success in the financial services new normal?\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/www.capgemini.com\/gb-en\/#website\",\"url\":\"https:\/\/www.capgemini.com\/gb-en\/\",\"name\":\"Capgemini UK\",\"description\":\"Get the future you want\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/www.capgemini.com\/gb-en\/?s={search_term_string}\"},\"query-input\":\"required name=search_term_string\"}],\"inLanguage\":\"en-GB\"}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"After the COVID-19 vaccine\u2026 What will define success in the financial services new normal? - Capgemini UK","description":"As the COVID-19 pandemic casts its long shadow over yet another year, we are forced to accept that the new normal is here to stay.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.capgemini.com\/gb-en\/research-and-insight\/after-the-covid-19-vaccine-what-will-define-success-in-the-financial-services-new-normal\/","og_locale":"en_GB","og_type":"article","og_title":"After the COVID-19 vaccine\u2026 What will define success in the financial services new normal?","og_description":"As the COVID-19 pandemic casts its long shadow over yet another year, we are forced to accept that the new normal is here to stay.","og_url":"https:\/\/www.capgemini.com\/gb-en\/research-and-insight\/after-the-covid-19-vaccine-what-will-define-success-in-the-financial-services-new-normal\/","og_site_name":"Capgemini UK","article_modified_time":"2025-03-11T08:55:26+00:00","og_image":[{"width":1200,"height":350,"url":"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2022\/05\/DotCom_Banner_1200x350-1-1-8.jpg","type":"image\/jpeg"}],"twitter_card":"summary_large_image","twitter_misc":{"Est. reading time":"1 minute"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"WebPage","@id":"https:\/\/www.capgemini.com\/gb-en\/research-and-insight\/after-the-covid-19-vaccine-what-will-define-success-in-the-financial-services-new-normal\/","url":"https:\/\/www.capgemini.com\/gb-en\/research-and-insight\/after-the-covid-19-vaccine-what-will-define-success-in-the-financial-services-new-normal\/","name":"After the COVID-19 vaccine\u2026 What will define success in the financial services new normal? - Capgemini UK","isPartOf":{"@id":"https:\/\/www.capgemini.com\/gb-en\/#website"},"primaryImageOfPage":{"@id":"https:\/\/www.capgemini.com\/gb-en\/research-and-insight\/after-the-covid-19-vaccine-what-will-define-success-in-the-financial-services-new-normal\/#primaryimage"},"image":{"@id":"https:\/\/www.capgemini.com\/gb-en\/research-and-insight\/after-the-covid-19-vaccine-what-will-define-success-in-the-financial-services-new-normal\/#primaryimage"},"thumbnailUrl":"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2022\/05\/DotCom_Banner_1200x350-1-1-8.jpg","datePublished":"2021-03-04T12:21:00+00:00","dateModified":"2025-03-11T08:55:26+00:00","description":"As the COVID-19 pandemic casts its long shadow over yet another year, we are forced to accept that the new normal is here to stay.","breadcrumb":{"@id":"https:\/\/www.capgemini.com\/gb-en\/research-and-insight\/after-the-covid-19-vaccine-what-will-define-success-in-the-financial-services-new-normal\/#breadcrumb"},"inLanguage":"en-GB","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.capgemini.com\/gb-en\/research-and-insight\/after-the-covid-19-vaccine-what-will-define-success-in-the-financial-services-new-normal\/"]}]},{"@type":"ImageObject","inLanguage":"en-GB","@id":"https:\/\/www.capgemini.com\/gb-en\/research-and-insight\/after-the-covid-19-vaccine-what-will-define-success-in-the-financial-services-new-normal\/#primaryimage","url":"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2022\/05\/DotCom_Banner_1200x350-1-1-8.jpg","contentUrl":"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2022\/05\/DotCom_Banner_1200x350-1-1-8.jpg","width":1200,"height":350},{"@type":"BreadcrumbList","@id":"https:\/\/www.capgemini.com\/gb-en\/research-and-insight\/after-the-covid-19-vaccine-what-will-define-success-in-the-financial-services-new-normal\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Research & insights","item":"https:\/\/www.capgemini.com\/gb-en\/research-and-insight\/"},{"@type":"ListItem","position":2,"name":"After the COVID-19 vaccine\u2026 What will define success in the financial services new normal?"}]},{"@type":"WebSite","@id":"https:\/\/www.capgemini.com\/gb-en\/#website","url":"https:\/\/www.capgemini.com\/gb-en\/","name":"Capgemini UK","description":"Get the future you want","potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.capgemini.com\/gb-en\/?s={search_term_string}"},"query-input":"required name=search_term_string"}],"inLanguage":"en-GB"}]}},"theme_term_info":[],"industry_term_info":[],"services_term_info":[],"partners_term_info":[],"brand_term_info":[],"brand_term":[],"parsely":{"version":"1.1.0","canonical_url":"https:\/\/capgemini.com\/gb-en\/research-and-insight\/after-the-covid-19-vaccine-what-will-define-success-in-the-financial-services-new-normal\/","smart_links":{"inbound":0,"outbound":0},"traffic_boost_suggestions_count":0,"meta":{"@context":"https:\/\/schema.org","@type":"NewsArticle","headline":"After the COVID-19 vaccine\u2026 What will define success in the financial services new normal?","url":"https:\/\/www.capgemini.com\/gb-en\/research-and-insight\/after-the-covid-19-vaccine-what-will-define-success-in-the-financial-services-new-normal\/","mainEntityOfPage":{"@type":"WebPage","@id":"https:\/\/www.capgemini.com\/gb-en\/research-and-insight\/after-the-covid-19-vaccine-what-will-define-success-in-the-financial-services-new-normal\/"},"thumbnailUrl":"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2022\/05\/DotCom_Banner_1200x350-1-1-8.jpg?w=150&h=150&crop=1","image":{"@type":"ImageObject","url":"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2022\/05\/DotCom_Banner_1200x350-1-1-8.jpg"},"articleSection":"Uncategorized","author":[],"creator":[],"publisher":{"@type":"Organization","name":"Capgemini UK","logo":""},"keywords":[],"dateCreated":"2021-03-04T12:21:00Z","datePublished":"2021-03-04T12:21:00Z","dateModified":"2025-03-11T08:55:26Z"},"rendered":"<meta name=\"parsely-title\" content=\"After the COVID-19 vaccine\u2026 What will define success in the financial services new normal?\" \/>\n<meta name=\"parsely-link\" content=\"https:\/\/www.capgemini.com\/gb-en\/research-and-insight\/after-the-covid-19-vaccine-what-will-define-success-in-the-financial-services-new-normal\/\" \/>\n<meta name=\"parsely-type\" content=\"post\" \/>\n<meta name=\"parsely-image-url\" content=\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2022\/05\/DotCom_Banner_1200x350-1-1-8.jpg?w=150&h=150&crop=1\" \/>\n<meta name=\"parsely-pub-date\" content=\"2021-03-04T12:21:00Z\" \/>\n<meta name=\"parsely-section\" content=\"Uncategorized\" \/>","tracker_url":"https:\/\/cdn.parsely.com\/keys\/capgemini.com\/p.js"},"archive_status":false,"featured_image_src":"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2022\/05\/DotCom_Banner_1200x350-1-1-8.jpg","featured_image_alt":"","jetpack_sharing_enabled":true,"distributor_meta":false,"distributor_terms":false,"distributor_media":false,"distributor_original_site_name":"Capgemini UK","distributor_original_site_url":"https:\/\/www.capgemini.com\/gb-en","push-errors":false,"tag_names":[],"featured_image_url":"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2022\/05\/DotCom_Banner_1200x350-1-1-8.jpg","_links":{"self":[{"href":"https:\/\/www.capgemini.com\/gb-en\/wp-json\/wp\/v2\/research-and-insight\/549869","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.capgemini.com\/gb-en\/wp-json\/wp\/v2\/research-and-insight"}],"about":[{"href":"https:\/\/www.capgemini.com\/gb-en\/wp-json\/wp\/v2\/types\/research-and-insight"}],"author":[{"embeddable":true,"href":"https:\/\/www.capgemini.com\/gb-en\/wp-json\/wp\/v2\/users\/103"}],"version-history":[{"count":7,"href":"https:\/\/www.capgemini.com\/gb-en\/wp-json\/wp\/v2\/research-and-insight\/549869\/revisions"}],"predecessor-version":[{"id":685234,"href":"https:\/\/www.capgemini.com\/gb-en\/wp-json\/wp\/v2\/research-and-insight\/549869\/revisions\/685234"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.capgemini.com\/gb-en\/wp-json\/wp\/v2\/media\/549871"}],"wp:attachment":[{"href":"https:\/\/www.capgemini.com\/gb-en\/wp-json\/wp\/v2\/media?parent=549869"}],"wp:term":[{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.capgemini.com\/gb-en\/wp-json\/wp\/v2\/tags?post=549869"},{"taxonomy":"research-and-insight-type","embeddable":true,"href":"https:\/\/www.capgemini.com\/gb-en\/wp-json\/wp\/v2\/research-and-insight-type?post=549869"},{"taxonomy":"theme","embeddable":true,"href":"https:\/\/www.capgemini.com\/gb-en\/wp-json\/wp\/v2\/theme?post=549869"},{"taxonomy":"brand","embeddable":true,"href":"https:\/\/www.capgemini.com\/gb-en\/wp-json\/wp\/v2\/brand?post=549869"},{"taxonomy":"service","embeddable":true,"href":"https:\/\/www.capgemini.com\/gb-en\/wp-json\/wp\/v2\/service?post=549869"},{"taxonomy":"industry","embeddable":true,"href":"https:\/\/www.capgemini.com\/gb-en\/wp-json\/wp\/v2\/industry?post=549869"},{"taxonomy":"partners","embeddable":true,"href":"https:\/\/www.capgemini.com\/gb-en\/wp-json\/wp\/v2\/partners?post=549869"},{"taxonomy":"content-group","embeddable":true,"href":"https:\/\/www.capgemini.com\/gb-en\/wp-json\/wp\/v2\/content-group?post=549869"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}