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Consumer banking survey: Understanding customer needs

Consumer banking trends create opportunities for transformation

Many banks have faced challenges in building relationships with customers through digital channels. Our consumer banking survey explores those challenges and ways banks can differentiate themselves, cultivate loyal customers, and elevate their brands. These survey results were compiled prior to the outbreak of COVID-19, and while they offer a perspective on how customers may have felt pre-pandemic, banks should consider which of these responses may be accelerated by social distancing practices, economic challenges, and personal health concerns.

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