Each quarter, we highlight emerging signals in the market, explain why they matter, and share our perspective on what they could mean for your business.
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Want to talk through what these shifts mean for your customers? We’re always happy to connect.
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The Great Responsibility Shift |
Customers have more control than ever before. They're also being asked to take on more of the work.
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The signal:
Across industries, more decisions are landing in customers' hands. Whether it's managing finances, navigating healthcare, or choosing energy options, people are being asked to figure out more on their own.
Convenience and control may be increasing, but confidence doesn't always keep up.
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Why it matters:
More choice can be empowering. But when decisions feel complicated or risky, it can also create hesitation, uncertainty, and frustration.
Our perspective:
The organizations that stand out won't necessarily offer the most options. They'll be the ones that make decisions feel simpler, clearer, and easier to navigate.
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The signal:
Digital banks are winning customers by helping them do more with their money.
Why it matters:
Customers aren't just looking for a place to keep their money anymore. They're looking for tools that help them budget, save, spend, and make smarter financial decisions.
Our perspective:
Managing money has become more of a do-it-yourself job. The banks that make those decisions feel easier and less intimidating are the ones earning attention.
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| | The signal:
Customers are being asked to make more energy decisions than ever before.
Why it matters:
From rate plans to new technologies, choices that used to happen behind the scenes now require customers to weigh options and make tradeoffs themselves.
Our perspective:
Most customers don't need more information. They need help making sense of it. The organizations that simplify choices and build confidence can make complex decisions feel much more manageable.
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What Drives Financial Confidence: What wealth firms can learn from women's experiences during divorce |
In a recent study with a leading wealth management organization, Schmidt explored how high-net-worth women navigate the financial transition of divorce when financial responsibility shifts.
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The signal:
The women who felt most prepared during divorce were often the ones who had been involved in financial decisions all along.
Why it matters:
Life can change who's responsible for important financial decisions overnight. Confidence doesn't always make the switch as quickly.
Our perspective:
When responsibility shifts, preparation matters. The people who are most ready to take on new financial decisions are often the ones who were involved before responsibility became theirs.
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Three quick takes on business, leadership, and workplace culture from Schmidt President & CEO Kevin Srigley.
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If you do just one thing this quarter... |
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 | Identify one responsibility your organization has shifted to customers. |
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Then ask: Have we made it easier, or simply given them more to manage?
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Why it matters:
Customer experience challenges often show up when expectations increase, but support doesn't.
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Our perspective:
Just because customers can complete a task doesn't mean it feels easy or intuitive. Look for the moments where people hesitate, backtrack, or need extra help. Those are often the clearest signals that the experience needs work.
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 | Where You'll Find Us |
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 | Local to Pittsburgh? Join the Conversation |
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Pittsburgh Speaks is Schmidt's research community, giving local residents a voice through surveys and research opportunities. Free to join. Paid opportunities may be available.
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