Nova Realidade Covid-19 após 1 ano
New reality
The new reality imposed by the COVID-19 pandemic crisis has generated important
challenges for the sector, although many of them demonstrate a certain acceleration
of what was already being planned for the coming years, of which they stand out:
• Review of business models that consider the operational flow in remote
mode and are more digital, the increasing relevance on the customer
experience, digital transformation and the entry of new competitors;
Customer service and relationship structure, favoring the migration of the
relationship to digital and revisiting physical structures, such as the network of
branches and service stations;
• Digital transformation enhances risk management related to cyber security
and fraud monitoring in a digital environment
⚫ In this new environment, it is expected that there will be a greater movement
of acquisitions or, mainly, partnerships that enable a better composition for
offering to customers.
KPMG
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