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4 charts on consumers’ increased demand for digital and personalized banking solutions

  • Demand for better digital capabilities and product personalization from banks increased as a result of the pandemic.
  • Here are four charts on how consumer demands from banks are likely to change this year.
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4 charts on consumers’ increased demand for digital and personalized banking solutions

With the rise of both online shopping and contactless pay, consumer behavior has definitely seen some changes as a result of the pandemic. And as it turns out, these changes aren’t predicted to be reversed anytime soon.

88% of consumers are expecting companies to speed up their digital initiatives, according to Salesforce’s recent State of the Connected Customer report. Meanwhile, 78% of consumers believe they will see more business improvements as a result of 2020’s crises.

The change in consumer demands is also translating into how they view financial services. So far, consumers don’t appear to be so happy with their financial service providers. Most of the respondents ranked financial services among the bottom three in terms of their product and support quality.


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