What you will discover
- 1How regulatory onboarding (KYC, identity verification) became the sector’s first moment of truth — and its first drop-off point.
- 2What the relationship becomes when the product is invisible: with no branch and no object, every service interaction carries the whole brand alone.
- 3The moment trust is really decided: handling a payment incident, a fraud case or a dispute.
- 4The gap between the promise of instant service and the real time to resolution, and what it costs in retention.
- 5Where automation genuinely serves the customer in finance, and where it leaves them alone with something that worries them.
The full study develops each point with sourced data, sector analysis and actionable levers.
Available in French
This study is currently published in French only. An English edition is on its way — subscribe below and you will receive it as soon as it is out.
Contents
On the programme.
01
The thesis
What the sector optimises is not what costs it: the angle of the study and its reading frame.
02
Sources & method
Dated, attributed public sources, explicit scopes, and Onivio analysis kept distinct from the data.
03
The market
The state of the sector and how the breaking point has moved along the customer journey.
04
The signals
The indicators the sector measures separately, and what they say once connected.
05
The journey
From discovery to loyalty: where the journey tears, at the seams between systems and departments.
06
The leaks
Our analysis of the diffuse breaks nobody ever invoices.
07
The levers
What changes when you instrument the seams rather than the channels.
Full content available after signing up below.
Study coming soon
Study coming soon
Sign up to be notified as soon as it is published. Expected: September 2026
