Over the past two years, Covid-19 has been a massive burden for us all for a multitude of reasons. But it’s only now that we’re truly dealing with the shock that the pandemic has caused to the world economy and the harsh financial reality that we face.

We explore the threats and opportunities of Decentralised finance (DeFi) for traditional financial services providers.

Our paper considers the importance of balancing customer-company effort for retention: every interaction must be easy so customers are more likely to return.

Our previous articles have focused on the life and pensions workplace of the future, identifying new organisational structures, and working patterns that take account of the digital revolution we’re living through. Now we’ll turn our attention to the customer experience itself.

Covid-19 has forced organisations to reflect on and respond to how they engage, support and communicate with their customers.