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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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The Story: While many consumers express a desire for online account opening, those who do initiate accounts digitally carry significantly lower balances, buy fewer products and have higher attrition rates...
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 Story: Among the many changes wrought by the pandemic, one of the most notable is how it’s shifted consumer expectations and priorities across the board – including how people...
The impact of COVID has shifted people’s brand priorities into five key categories
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The Story: As post-pandemic switching activity is on the rise, people are looking to simplify their financial lives by pulling all their accounts together with a single provider who can...
ITMs provide consumers a strong alternative to in-branch visits.
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The Story: As consumers’ post-Covid interest in achieving financial wellness rises, more banks and credit unions are prioritizing that need than any other initiative–focusing more on better tools even than...
A post-COVID financial wellness across all generations is driving industry change.
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