Despite what financial institutions think or how they want consumers to behave, people will never do all their banking digitally. Here’s why.
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Consumers who stay in one channel are actually less satisfied than those who use multiple channels. This article presents compelling data as evidence for a “choose-your-own-adventure” omni-channel experience; allowing financial consumers the flexibility to select the channel that seems the easiest or most convenient at that particular time in their journey.
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