Data You Can Use

Research

How does customer experience influence people’s banking decisions?

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

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Data

Physical branch channel continues to play a vital role

The Story: While many consumers express a desire for online account opening, those who do initiate accounts digitally carry significantly lower …

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Research

What are people’s perceptions of banking brands in the post-pandemic era?

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

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97% of financial institutions that are redesigning branches in the next two years to meet new consumer demands.
Data

Financial Institutions Push to Redesign and Reimagine the Branch Experience Post-COVID

The Story: Among the many changes wrought by the pandemic, one of the most notable is how it’s shifted consumer expectations …

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Research

What do post-pandemic consumers want from brands?

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

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Data

Financial account consolidation on the rise post-pandemic

The Story: As post-pandemic switching activity is on the rise, people are looking to simplify their financial lives by pulling all …

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How has COVID changed the way people use self-service technology for banking?
Research

How has COVID changed the way people use self-service technology for banking?

ITMs provide consumers a strong alternative to in-branch visits.

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30% of financial institutions whose top 2021 priority is developing better financial planning tools
Data

FIs deepen trust by prioritizing financial wellness for consumers

The Story: As consumers’ post-Covid interest in achieving financial wellness rises, more banks and credit unions are prioritizing that need …

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How are people planning for their financial future?
Research

How are people planning for their financial future?

A post-COVID financial wellness across all generations is driving industry change.

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