Menu
The Story: With overdraft fees in the spotlight, many large financial institutions are reevaluating a fee-based approach to overdrawn accounts. New data shows that for consumers who opt-in to accounts...
Younger banking customers would be more likely to visit their local bank branches if they offered a range of services. Source: EPAM Continuum, “Consumer Banking Report 2021,” October, 2021
...
The Story: Brick-and-mortar retail stores are evolving. With the vast adoption of e-commerce, stores with the highest foot traffic are the ones that offer compelling new experiences to customers. That’s...
The Story: A vast majority of Gen Z customers still want the experience of in-person shopping, with 74% emphasizing the value of “curated” store experiences, according to new data on...
The Story: Though new digital tools can personalize a customer’s experience by using marketing automation to offer products and services at the point of need, a new survey finds that...
All signs point toward strong – and rising – confidence among consumers, with big purchases on the horizon. Sources: Reuters, “U.S. Consumer Confidence Rebounds,” October, 2021; U.S. News, “Consumer Confidence...
The Story: According to new data from Genesys, good CX includes empathetic customer support. In fact, 70% of consumers say that a company is only as good as their customer...
Post-COVID, video and remote channels are on the rise. Sources: Adrenaline, ITM Consumer Insights Study, March, 2021; Accenture, Empathetic Banking, September 17, 2021; Insider Intelligence, Consumer Banking Habits, August 2021
...
The Story: Even before the pandemic, the average American struggled to overcome unforeseen and unplanned for expenses like “car repairs, medical bills or even a broken phone,” according to the...