The number of households with financial problems increases, while the Dutch government expects more financial self-sufficiency from citizens and businesses. The financial service industry can support consumers and businesses in preparing for economic adversity.

Recently I saw the program “Steenrijk Straatarm” (Filthy Rich Penniless). This episode was about a "penniless" mum with 4 kids. They have to get by on a few tens every week. How did this come about?

The future of professional services is meaningful, human-centered, and digital. However, there is a difference between the value customers experience and what service providers claim to deliver. In this article, we open the discussion to two fundamental questions. First, we ask why service providers are still struggling to serve their customers meaningful. Second, we elaborate on the resulting change leadership challenge.