17.9% of consumers who reported losing more than $2,500 in 2021
Data

Low Financial Literacy Costs Consumers Thousands of Dollars Each Year

The Story: A recent survey by the Financial Educators Council asked consumers how much money they estimate losing because of a …

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Fundamental Values: Consumers Want Trust, Personalization and Experience from their Banks
Feature

Fundamental Values: Trust, Personalization and Experience in Banking

How human-centered banking delivers for people in our post-pandemic era Despite increasing competition for their money and loyalty – from …

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Data

Financial Marketers Overestimate the Quality of Customer Experience They Deliver

The Story: New data finds a persistent gap between marketers’ perception of the customer experience they are providing, and the …

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81% of consumers opting in to overdraft account protection do so for unexpected but important payments
Data

Consumers Want Financial Flexibility in Banking Accounts & Advice

The Story: With overdraft fees in the spotlight, many large financial institutions are reevaluating a fee-based approach to overdrawn accounts. …

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Feature

Four Year-End Key Performance Indicators for Financial Institutions

How financial institutions can capitalize on this “golden era” for strategic decision making – from evaluating branch purpose to innovative …

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silver Believe in Banking logo
News

How Employee Experience Drives Better Customer Experience in Banking

Banks and credit unions balance innovation and empathy to support better experiences for all With the much-touted release of ICBA’s …

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Data

Personalization vs. Personal Interaction

The Story: Though new digital tools can personalize a customer’s experience by using marketing automation to offer products and services …

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67% of customers who would rather feel heard on a customer service call than have a speedy resolution
Data

Human-centered customer experiences build bank and credit union loyalty

The Story: According to new data from Genesys, good CX includes empathetic customer support. In fact, 70% of consumers say …

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