2020 was a year like no other. Financial services organisations faced an urgent need to rapidly pivot their go-to-market strategies and accelerate their digital transformation. Consumer and employee demand for new digital capabilities and more connected experiences radically impacted the way financial services organisations deliver IT services. However, this pressure shows no sign of abating. Already stretched IT teams need to find new ways to collaborate with the wider business if they want to keep up and deliver the outcomes that are expected in 2021.