Post-COVID, video and remote channels are on the rise. Sources: Adrenaline, ITM Consumer Insights Study, March, 2021; Accenture, Empathetic Banking, …

From holding accounts at multiple institutions to in-branch banking, younger consumers value flexibility with their finances Sources: Cornerstone Advisors, February, …

Sources: Financial Brand, “The Future of Video Banking,” April 13, 2021; Accenture, “Empathetic Banking,”’ July 9, 2021

The pandemic has had a dramatic impact on how people research, buy and advocate for brands. Sources: Global Web Index, …

COVID spurred massive changes in the way consumers manage personal finance and interact with financial brands Source: ICF Next, COVID-19 …

Building trusting relationships drives brand loyalty and wallet share. Source: Insider Intelligence Banking Digital Trust Survey, Q1 2021

CX plays an outsized role in growing wallet share. Source: Qualtrics XM Institute’s 2020 “ROI of Customer Experience Study,” December, …

In a recent study tracking consumer preference across U.S. financial institutions, nearly every key indicator that influences a banking brand’s ability …

The impact of COVID has shifted people’s brand priorities into five key categories