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Beyond customer acquisition, new branches help widen and deepen local banking relationships As others in financial services continue contraction of their branch networks to cut costs, a growing number of...
The Story: As reported in the Wall Street Journal, the pandemic sparked massive migration across the U.S. In 2020, as a record number of people left major metro cities like...
How banks and credit unions can lead the path forward by embracing a banking-for-good model The year 2020 was a watershed moment. For financial services, COVID upended traditional wisdom about...
The Story: As reported in Finextra, a recent study from BIS shows that U.S. consumers trust financial institutions over fintech, government agencies and Big Tech (Google, Amazon, Facebook, and Apple)...
Building trusting relationships drives brand loyalty and wallet share. Source: Insider Intelligence Banking Digital Trust Survey, Q1 2021
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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...
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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