This special issue hosts four papers, covering crucial aspects of new technol­ogies in the world of financial services, while exploring COVID-19 consequences. The first contribution by Co-founder & CTO Prof. Ir Spencer Li, “How Does COVID-19 Speed the Digital Transformation of Business Processes and Customer Experiences?” tries to foreshadow how new normality will take place, looking at digital transfor­mation, business process, and particularly customer experience. In other words, the paper explores how organizations speed up the digital transformation of business processes for a better customer experience while reducing exposure to COVID-19. Having outlined COVID-19 effects on digital transformation, Spen­cer focuses on customers’ behavior, at the same time paying attention to a se­ries of psychological effects and examining how “customer experience leaders” outperform their competitors. He provides an original theoretical model, the after-COVID-19 “ABCDEF” effects model, which is defined as an “architectur­al framework for the decision-making process” combining human factors and emerging technologies in order to manage in the next normal.