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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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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...
Financial services sector supports consumers coming out of COVID with valuable money management tools and financial planning counsel A renewed focus on financial wellness is spurring the banking industry to...
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...
As banking mergers and acquisitions activity heats up, and financial institutions seek to meet consumers’ post-pandemic, values-driven expectations for brands, the question arises: How will M&A play a role in...
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...