Research

How are consumer expectations changing in the post-pandemic era and how are financial institutions shifting to meet them?

Sources: Financial Brand, “The Future of Video Banking,” April 13, 2021; Accenture, “Empathetic Banking,”’ July 9, 2021

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69% of bank customers who receive advice from their banks act on it
Data

Financial institutions play critical role in financial guidance for customers

The Story: New data from J.D. Power’s annual U.S. Retail Banking Advice Satisfaction Study finds that financial institutions have a …

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Research

How is consumer financial behavior changing post-pandemic?

COVID spurred massive changes in the way consumers manage personal finance and interact with financial brands Source: ICF Next, COVID-19 …

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Research

How does trust affect the way people bank?

Building trusting relationships drives brand loyalty and wallet share. Source: Insider Intelligence Banking Digital Trust Survey, Q1 2021

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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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1 in 10 U.S. consumers considering switching primary financial institutions in 2021
Data

Consumers are re-evaluating their financial relationships

The Story: COVID’s impacts have spurred a significant shift in consumers’ priorities, amplifying the role of purpose and trust, driving …

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Young youthful fast food worker working at Chick-fil-a drive through amidst cars take orders with tablet.
Insights

Delivering on the Drive-Thru: Best Practices from Customer Experience Leader Chick-fil-A

Few consumer brands are more renowned for delivering stellar drive-thru experiences than Chick-fil-A. The chicken franchise is so beloved that their …

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Video

Juliet D’Ambrosio discusses what it takes to become a truly customer-centric financial brand

Q: Why does customer-centricity matter and how can financial brands harness its power? Data shows that customer-centric financial institutions are …

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silver Believe in Banking logo
News

How is COVID-19 impacting customer experience?

Three experts weigh in on CX’s rising influence and critical touchpoints According to a recent article in The Financial Brand, …

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