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>> MIKE: Hey, I’m Mike Henry, and with my partner, Steve Arthur, we oversee Google teams that work
with the largest financial services brands across the US: banking, brokerage, insurance, tax, and payments.
We partner with those companies to help them drive digital transformation.
I’m really excited to share some of what we’ve learned this past year and also how all of us can
work together to be ready for what’s next.. In financial services, we’ve seen some really notable changes over the past year as more consumers turned
to digital to address their needs: 3 consumer trends really broke through.
First, consumers want to do more things on their own.
Across the globe, we’ve seen a 400% year-on-year increase in searches for “mutual fund app.”
Not surprising since more than a quarter of Americans with investments wish they could manage more online.
Second, consumers are using mobile more than ever. We saw a 500% year-on-year increase in searches for
“banking mobile.”. And third, and I think this one is most interesting, consumer trust in financial providers is changing.
Our research shows that consumers believe digital-first providers care about making their
financial lives easier. . So it’s no surprise that 78% of financial decision-makers in the US already use a disruptor brand.
It used to be that consumers were most trusting of the financial institutions with the biggest balance
sheets and the tallest skyscrapers, but that’s changing fast.
During the pandemic, 25% of consumers globally tried paying bills online for the first time.
And it’s not only consumers who are changing..
/prəˈvīdər/
person or thing that provides something. Companies or group that offer a particular service.
/təˈɡeT͟Hər/
self-confident, level-headed, or well organized. In a combined manner.
/əˈdres/
Exact street location of a place. To refer to someone or something formally.
/ˈrēˌsərCH/
Work done to find or discover knowledge. To study in order to discover new ideas and facts.
/ˈpāmənt/
action or process of paying person or thing. Amounts of money that is paid for some things.
/disˈrəptər/
A person or thing that interrupts an event, activity, or process by causing a disturbance or problem..
Fact of increasing; amount something grows by. To make or become larger in size or amount.
/sə(r)ˈprīz/
That surprises you; not expected. Something unexpected that slightly shocks you. To do something that another person didn't expect.
/(h)wətˈevər/
Referring to any particular kind, type, quantity. at all. Anything or everything needed; no matter what. said as response indicating reluctance to discuss something, often implying indifference. used to emphasize lack of restriction.