The events of 2020 marked a year of unparalleled uncertainty and speed of change. These challenges pushed leaders and organizations to react in extraordinary ways - undergoing strategic transformation in months rather than years. Financial services organizations were uniquely impacted, serving as a central shock absorber for countries and economies impacted by the crisis. As a result, financial services organizations are experiencing significant change and will continue to do so over the coming years.Based on research from interviews with 45 executives across 21 financial services organizations in 15 countries, this report outlines the 5 ways in which financial services organizations have changed and will continue to do so in the future.