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From holding accounts at multiple institutions to in-branch banking, younger consumers value flexibility with their finances Sources: Cornerstone Advisors, February, 2021; PYMTS, 2021; Chase Digital Banking Attitudes Study, 2021; CivicScience’s...
Sources: Financial Brand, “The Future of Video Banking,” April 13, 2021; Accenture, “Empathetic Banking,”’ July 9, 2021
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The pandemic has had a dramatic impact on how people research, buy and advocate for brands. Sources: Global Web Index, 2021; Edelman Trust Barometer 2021; Insider Intelligence, March 2021
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COVID spurred massive changes in the way consumers manage personal finance and interact with financial brands Source: ICF Next, COVID-19 Monitor Survey, May 2021
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Building trusting relationships drives brand loyalty and wallet share. Source: Insider Intelligence Banking Digital Trust Survey, Q1 2021
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CX plays an outsized role in growing wallet share. Source: Qualtrics XM Institute’s 2020 “ROI of Customer Experience Study,” December, 2020
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In a recent study tracking consumer preference across U.S. financial institutions, nearly every key indicator that influences a banking brand’s ability to grow market share is above average*. Source: Kantar...
The impact of COVID has shifted people’s brand priorities into five key categories
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ITMs provide consumers a strong alternative to in-branch visits.
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