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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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The Story: Consumer optimism continues its rise, creating a commerce recovery that’s fueling an even greater economic rebound. Yet, COVID’s longer-term impact on the ways consumers prioritize their spending has resulted in...
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: 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 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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The Story: COVID’s impacts have spurred a significant shift in consumers’ priorities, amplifying the role of purpose and trust, driving more people than ever to re-evaluate what’s important to them...
Post pandemic, people value great experiences from brands they can trust.
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The Story: Among the many changes spurred by COVID, U.S. consumers are increasingly expecting better experiences from brands. As a result, they’re now actively seeking FIs who are able to...