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Sources: Financial Brand, “The Future of Video Banking,” April 13, 2021; Accenture, “Empathetic Banking,”’ July 9, 2021
The Story: New data from J.D. Power’s annual U.S. Retail Banking Advice Satisfaction Study finds that financial institutions have a …
COVID spurred massive changes in the way consumers manage personal finance and interact with financial brands Source: ICF Next, COVID-19 …
Building trusting relationships drives brand loyalty and wallet share. Source: Insider Intelligence Banking Digital Trust Survey, Q1 2021
CX plays an outsized role in growing wallet share. Source: Qualtrics XM Institute’s 2020 “ROI of Customer Experience Study,” December, …
The Story: COVID’s impacts have spurred a significant shift in consumers’ priorities, amplifying the role of purpose and trust, driving …
Few consumer brands are more renowned for delivering stellar drive-thru experiences than Chick-fil-A. The chicken franchise is so beloved that their …
Q: Why does customer-centricity matter and how can financial brands harness its power? Data shows that customer-centric financial institutions are …
Three experts weigh in on CX’s rising influence and critical touchpoints According to a recent article in The Financial Brand, …