This report presents findings from an American Banker/Monigle consumer survey to help FIs better understand the core aspects of a humanized customer experience and determine how they can use these insights to drive customer loyalty and increase revenue. The survey, now in its fourth year, shows FIs where they stack up against their peers and what the changing importance of particular attributes (e.g., interactivity, trust, security and digital) means for them as they work to become the brand of choice for their target audience.
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Topics include:
- Where FIs are, and aren't, finding success delivering on the core aspects of customer experience
- How FIs measure up against each other in areas like responsiveness, ease and buzz
- The support customers want from FIs to help improve their financial health
- How AI factors into a humanized customer experience