The global pandemic has touched virtually every aspect of consumer life, especially personal finances. Conditions have prompted consumers to evaluate which service relationships truly provide value to them.
The digital experience has become increasingly important in this decision. Financial institutions should closely evaluate their digital channel to ensure the experience meets customer needs and expectations, or risk losing them to the competition.
Source: Marous, Jim. “Big Banks Benefiting Most From COVID-19 Digital Shifts,” April 2020