Report

Creating winning customer experiences in banking

How to mix digital and offline channels for competitive advantage

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A new Genpact study finds that while banks are investing in digital technology, many customers have yet to fully embrace it, preferring face-to-face or phone interactions for banking queries. But satisfaction with digital channels is not far behind, especially among younger generations.

To make their digital investments pay off banks are caught between a rock and a digital place as they work to meet the needs of today’s most profitable customers and those of the future. Banks that can blend digital interactions with the personal touch will create exceptional customer experiences and thrive.

Dive into our report to see how you can act on our insights:

  • The personal touch is still important to consumers – they are most satisfied with in-branch and phone interactions
  • Adoption of digital is increasing, especially among younger respondents: over twice as many 18-34 year olds are willing to switch to an online-only bank than those over 55
  • Happy customers aren’t necessarily loyal customers
  • 74% of respondents are confident that traditional banks can protect them from fraud vs. 41% for digital-only banks

Report

Creating winning customer experiences in banking

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Read the full report for insights on how to deliver a truly omnichannel experience, earn loyalty among fickle customers, and build on consumer trust.