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SRM Perspectives on Key Industry Trends

Pete Bainbridge & Jehan Sherjan

Pete Bainbridge, Insights & Operations Manager Pete is an experienced project manager and Researcher with over 20 years’ experience in the Financial Services industry in various consulting and industry roles. He has strong experience across Financial Services including Retail Banks, Life & Pensions, Investment Management, Platform and Distribution firms. He has helped several Retail Banks and Building Societies deliver strategic change and research in digital, IT and operations using a variety of agile and traditional project management techniques, interviews, workshops and focus groups. He has also managed dozens of Customer Experience projects helping the C-suite at a range of Retails Banks, Investment Managers and Life & Pension firms understand their operations - providing actionable insight to facilitate their decision-making processes. Jehan Sherjan, Insights Director, SRM Jehan Sherjan has more than 20 years of experience developing and delivering data insights, working with over 50 clients across Banking, Insurance, and Investment Management. His work has included establishing a customer experience and loyalty research programme in 2013 to deliver unique insights and transformation opportunities for 100+ brands across Financial Services & Retail. Jehan holds an MS from the London School of Economics.

Recent Posts

Pandemic Impacts to Consumer Banking Behavior | SRM Academy Survey Analysis

Posted by Pete Bainbridge & Jehan Sherjan on Jun 23, 2021 9:39:39 AM


In 2020, SRM conducted three surveys to shed light on the financial services industry’s approach to navigating the pandemic. Our March and June surveys focused on bank and credit union executives’ responses to COVID-19 and their strategies for delivering uninterrupted service to customers.

Six months into the pandemic, we further rounded out the picture by commissioning leading research firm Harris Insights and Analytics to collect data directly from US consumers. This survey assessed how their banking habits had evolved since global lockdowns began, and how they might continue to change in the future. The results were further analyzed by SRM’s Europe-based Data Analytics team, which specializes in consumer behavior and loyalty insights.

The findings revealed some important differences by segment with key insights for go-forward digital banking strategies.  

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Topics: Digital Banking, Consumer Behavior, Virtual Assistants, Intelligent Automation

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