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A post-COVID financial wellness across all generations is driving industry change.
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Post pandemic, people value great experiences from brands they can trust.
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As we emerge from COVID, consumer optimism in the US is grounded by a newfound focus on financial wellness.
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The majority of financial institutions are investing in their digital experience and mobile banking, with more than half of banks focused on improving customer experience.
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Despite an uptick in digital channel use for everyday transactions, branches are still critical for nearly all consumers
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Trust leads more than ever, with people seeking out brands with strong values
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Consumers of all generations are adapting to new channels, but still want access to the branch
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COVID’s impacts have financial institutions rethinking customer experience and how to best connect with consumers.
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Financial institutions are rethinking and optimizing their networks to meet changing consumer demand.
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